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Assistant Manager - Customer Support
spocto Solutions
posted 3mon ago
Job Role Insights
Fixed timing
Key skills for the job
Job Description
- Team Leadership:
- Lead, mentor, and motivate a team of customer support agents.
- Provide coaching, training, and performance feedback to team members.
- Foster a positive and collaborative team culture.
- Customer Issue Resolution:
- Handle escalated customer issues and provide timely and effective solutions.
- Collaborate with other departments to resolve complex customer problems.
- Monitor and analyse customer complaints and feedback to identify trends and develop proactive solutions.
- Process Improvement:
- Develop and implement customer support policies, procedures, and standards.
- Identify areas of improvement in customer support processes and recommend changes to enhance efficiency and effectiveness.
- Work closely with the operations team to optimize workflows and ensure seamless customer interactions.
- Quality Assurance:
- Monitor and evaluate customer support interactions to ensure quality service delivery.
- Conduct regular audits of customer interactions and provide feedback to support agents.
- Implement quality assurance programs to maintain high service standards.
- Customer Experience Enhancement:
- Collaborate with product and marketing teams to share customer feedback and insights via NPS calling.
- Use customer data and feedback to propose improvements to products and services.
Employment Type: Full Time, Permanent
Functional Areas: Customer Service & Operations
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based on 64 employees
Strict timing
Monday to Saturday
No travel
Day Shift
spocto Solutions Benefits
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