Talent Acquisition Partner at Hireginie Talent Cloud
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Assistant/Deputy Manager - Customer Service Operations (5-9 yrs)
Job Title: Assistant/Deputy Manager - Operations: Customer Service
Location: Hyderabad
Qualification: Graduate
Experience: 5 + years of Experience in a customer service AM/DM/Supervisory role
- Managing a team size of 50 + Members,
- Have major Experience into B2C Preferably from an ISP/Telco customer service background.
Salary: Best As per the Industry Standards
Industry: Customer service/care/support. Preferably from an ISP/Telco customer service/BPO background.
Job Summary:
We are seeking a dynamic and detail-oriented Assistant/Deputy Manager - Operations: Customer Service to join our team in Hyderabad. The ideal candidate will excel in managing customer service operations, driving process improvements, and leading a team to deliver exceptional customer experiences.
Key Responsibilities :
1. Customer Service Excellence :
- Ensure prompt and effective handling of all customer inquiries and complaints.
- Monitor customer interactions to maintain service quality and adherence to company policies.
- Develop and implement customer service policies and procedures to enhance customer satisfaction.
2. Operational Efficiency :
- Assist in managing the daily operations of the customer service department.
- Analyze data to identify trends and areas for improvement.
- Prepare reports on performance metrics and customer feedback to drive operational efficiency.
3. Process Improvement :
- Collaborate with cross-functional stakeholders to develop and implement strategies for improving customer service processes.
- Stay updated on industry trends and best practices to ensure continuous improvement.
4. Customer Engagement :
- Foster positive relationships with customers by ensuring their needs are met and expectations exceeded.
- Address escalated customer issues and follow up to ensure timely resolution.
5. Team Management :
- Conduct performance evaluations and provide constructive feedback.
- Organize and lead team meetings to communicate goals, updates, and best practices.
- Assist in recruiting, training, and supervising customer service staff to build a high-performing team.
Skills :
- Proficiency in Telugu, Hindi, and English
- Expertise in Microsoft Office, especially Excel and PowerPoint
- Basic data interpretation and analysis
- Understanding of customer service technology
- Team management and leadership skills
- Strong communication skills