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