Assistant Manager Customer Service

Job Description: Assistant Manager Customer Service

Job Purpose: Assist Customer Service Manager in ensuring that the customer expectations are met and customer issues are resolved in a timely manner with a view to increase customer satisfaction, loyalty and retention

Roles and Responsibilities:

• Assist the Customer Service Manager in organizing, planning and implementing strategy
• Manage and oversee the work of customer service executives
• Assign new support tickets to available customer service executives and monitor their progress to ensure timely resolution
• Respond to or ensure a response by support teams to customer queries regarding open tickets
• Coordinate with all Team Leads to implementation of agreed tasks and to collate information about all teams
• Prepare reports from Zoho Desk for the Customer Service Manager and Senior Management
• Track and follow up on commitments made by various teams to ensure their timely fulfillment
• Follow the organizations quality processes for ensuring quality deliverables and required documentation and ensure compliance to processes by the support teams
• Contribute to the Knowledge Base by defining SOPs and getting work instructions and checklists created

Functional/Behavioral Skills:

• Experience in leading customer service teams
• Proficient in using MS Office
• Excellent Interpersonal Skills
• Good Verbal and Written Communication Skills
• People Management and Team Building skills
• Problem Solving and Troubleshooting skills
• Quality Management

Qualifications / Experience:

A graduate/post graduate with a decent academic record with preferably a degree in business management; 7+ years of experience in customer service, client relationship management and people management; Good interpersonal and communication skills a must