Assistant Manager - Customer Support
Assistant Manager - Customer Support
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Job Description
Responsibilities:
Handle and resolve escalated customer queries through emails and chats concerning bus bookings ensuring timely and effective resolution.
Provide accurate and timely support to customer inquiries while delivering exceptional service.
Prepare and present reports to management highlighting key insights and improvements.
Proactively analyze reports to identify trends areas of improvement and best practices.
Conduct audits and deliver constructive feedback to improve overall performance and quality.
Ensure adherence to and achievement of performance metrics including NPS (Net Promoter Score) Service Level (SL) Abandonment Rate (AL) First Contact Resolution (FCR) and Repeat Contact targets.
Participate in recruitment processes and lead internal meetings to ensure operational efficiency.
Assign tasks to team members monitor progress and ensure timely completion.
Compile and analyze reports to support datadriven decisionmaking.
Monitor communication channels for security quality assurance and training purposes.
Ensure adherence to company policies procedures and code of conduct.
Facilitate knowledge transfer and training to alternate resources as required.
Criteria:
Qualification: Any Graduate with strong communication skills.
Language Proficiency: Excellent fluency in English Telugu and Hindi(Additional language is an added advantage)
Experience: Prior experience in BPO (inbound/outbound Voice/NonVoice/Back office processes) is preferred. Candidates must have 12 years of documented experience in an Assistant Manager role.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
