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Engaged Employer

Mantras2Success Consultants

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4.4

based on 18 Reviews

293 Mantras2Success Consultants Jobs

Assistant Manager- Customer Delight

Mantras2Success Consultants

4.4

based on 18 Reviews

0-6 years

Mumbai

1 vacancy

Assistant Manager- Customer Delight

Mantras2Success Consultants

posted 5mon ago

Job Role Insights

Flexible timing

Key skills for the job

BPO Customer Service Salesforce Customer Support Malayalam Medical Insurance

+ 3 more

Job Description

We are seeking a dynamic and customer-oriented individual to join our team as a Customer Service Agent. The role involves a blend of case management and managing incoming lines to ensure prompt and effective resolution of customer queries and issues. The ideal candidate will possess excellent communication skills, a strong sense of attention to detail, and the ability to multitask in a fast-paced environment.

Language fluency : Tamil / Telugu / Kannada / Punjabi / Marathi / Gujarati / Hindi / Oriya / Bengali / Malayalam / Hindi / Assamese

Key Responsibilities:

Handle customer inquiries, complaints, and feedback through various channels such as phone, email, and chat.
Document all interactions with customers accurately and thoroughly in the CRM system.
Investigate and resolve customer issues within a defined SLA, ensuring high levels of customer satisfaction.
Escalate complex issues to the appropriate teams for further investigation and resolution. Proactively identify opportunities to improve the customer experience and suggest actionable solutions.
Stay updated on product features, promotions, and company policies to provide accurate information to customers.
Follow up with customers to ensure that their issues have been resolved to their satisfaction, followed by CSAT scoring

Managing Incoming Lines:

Answer incoming calls from customers promptly and professionally.
Provide accurate information and assistance to customers regarding products, services, and policies.
Prioritize and manage multiple incoming calls simultaneously to minimize wait times and maximize efficiency.
Collaborate with team members to ensure seamless handoffs and continuity of customer support.

Documentation and Reporting

Maintain detailed records of customer interactions, including issues raised, solutions provided, and follow-up actions taken on tracker and CRM
Generate reports on key performance metrics such as response time, resolution time, and customer satisfaction scores.
Analyze data to identify trends and patterns in customer inquiries and recommend improvements to processes and procedures.

Desired Profile / Criteria / Skills :

Qualifications and required skillsets:

Bachelors degree in business or relevant work experience
Proven experience in customer service or a related field [Minimum 4 years]
Excellent verbal and written communication skills.
Strong problem-solving abilities and attention to detail.
Ability to remain calm and professional under pressure.
Proficiency in using CRM software [preferably Salesforce] and other customer support tools.
Strong articulation and conflict management skills
Willingness to work rotating shifts and on a roster
Proactive approach with a positive attitude and flexibility to embrace change
Exercise good judgment and independent decision-making skills
Knowledge of industry-specific regulations and compliance standards.
Familiarity with telephone etiquette and call centre procedures.
Ability to do stakeholder management and maintain good interpersonal relations with high on team spirit
Ability to speak multiple languages is a plus