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36 Shaadi.com Jobs

Assistant Manager - Escalation

7-10 years

Mumbai

1 vacancy

Assistant Manager - Escalation

Shaadi.com

posted 2mon ago

Job Description

Overview - The Customer Support and Service team always represents the voice of the customers. They are responsible for understanding customer requirements, meeting service metrics guidelines, and retaining them. They are saviors to all our members, who reach out to them through call, chat or email.
Role The role involves managing and resolving escalated customer issues promptly while collaborating with cross-functional teams. The person will act as the main escalation point, ensuring smooth communication and coordination internally. The person will be required to pull up his/her sleeves and get involved in every aspect of the process. This is a strategic and important part for the business hence we need someone who is analytical and strategic

What you will do in this role

Handle and resolve escalated customer issues and operational challenges in a timely and
efficient manner.
Collaborate with cross functional teams to resolve issues and improve processes.
Serve as the main point of contact for escalations, ensuring effective communication
and coordination with internal teams.
Analyze escalation trends to identify root causes and develop strategies to reduce the number of escalations to continuously improve customer service and operational efficiency.
Develop and implement escalation management processes and best practices
Maintain detailed documentation of escalations and resolutions for reporting and analysis.
Provide training and guidance to front-line support teams on effective escalation management.
Monitor and report on key metrics related to escalations, including resolution times, customer
satisfaction, and recurring issues
What you should have
7 to 10 years of relevant experience.
Strong problem-solving skills and the ability to think strategically
Excellent communication and interpersonal skills.
Proven ability to handle high pressure situations and quick decision making.

Employment Type: Full Time, Permanent

Read full job description

Prepare for Assistant Manager roles with real interview advice

Top Shaadi.com Assistant Manager Interview Questions

Q1. What is sales and how you sale a marriage package to anyone
Q2. Why they doesn't clear about their payroll and incentive qualifiers?
Q3. What you think the name of matrimony
View all 24 questions

What people at Shaadi.com are saying

Assistant Manager salary at Shaadi.com

reported by 2 employees with 3-5 years exp.
₹8.3 L/yr - ₹10.6 L/yr
13% more than the average Assistant Manager Salary in India
View more details

What Shaadi.com employees are saying about work life

based on 236 employees
56%
38%
68%
99%
Strict timing
Rotational Shift
No travel
Day Shift
View more insights

Shaadi.com Benefits

Health Insurance
Job Training
Cafeteria
Work From Home
Soft Skill Training
Team Outings +6 more
View more benefits

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