Executive at Axelia
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PharmEasy - Manager - Customer Care (4-8 yrs)
Job Role:
The Customer Care Manager would be responsible for overseeing the customer service department and ensuring the company delivers the highest level of customer service possible. Supervises agents, trains, coaches, and mentors employees.
Responsibilities:
- Improve customer service experience, create engaged customers and facilitate organic growth
- Take ownership of customers issues and follow problems through to resolution
- Set a clear mission and deploy strategies focused towards that mission
- Develop service procedures, policies and standards
- Manage inbound, outbound, email and chat process
- Keep accurate records and document customer service actions and discussions
- Analyse statistics and compile accurate reports
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Keep ahead of industry's developments and apply best practices to areas of improvement
- Control resources and utilise assets to achieve qualitative and quantitative targets
- Manage Escalations
- Maintain an orderly workflow according to priorities
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
