Assistant Manager

Position Summary:

Customer Support Assistant Manager -Customer Support Assistant Manager plays a pivotal role within the customer support team by overseeing the activities of the customer support representatives and contributing to both the strategic and operational aspects of customer service. This role involves managing a team to ensure that customers receive exceptional support and experience with the company's products or services.

Role & responsibilities:

• Regularly monitor and evaluate the performance of the customer support.

• Act as the point of contact for complex and escalated customer issues that team members cannot resolve.

• Demonstrate the ability to independently make sound decisions based on the established policies, procedures, knowledge and experience.

• : Continuously assess and improve customer support processes to increase efficiency and effectiveness.
• Team Management includes recruiting, training, and mentoring customer support representatives to ensure they possess the necessary skills and knowledge to manage customer queries effectively.

• Create detailed reports and analyses on customer support activities, team performance, and customer feedback.

• Provide exceptional customer care (both internal and external) in a manner that satisfies the individual needs of each customer and builds loyalty to the client.

• Maintain confidentiality of all customer and employee information.
• Respond positively to feedback and redirection.
• Fully utilize systems, tools, training, and resources provided to maximize potential
• Assist other departments as needed.
  

Qualifications: Bachelors in any stream.

Experience: Experienced professional with 5-6 years expertise in customer service and 2 years in a team management role.

Knowledge/Skills/Abilities:

• Experienced professional with 5-6 years expertise in customer service and 2 years in a team management role.

• Has working knowledge of real estate lending criteria and federal, state, and agency compliance.

• Can multi-task and manage time efficiently.

• Has strong organizational skills, attention to detail, and basic Microsoft Office skills.

• Good analytical and problem-solving skills.

• Strong verbal and written communications skills.

• Highly adaptive and open to changes as the organization grows and its needs evolve.