Manager

Role Overview :

Seeking a detail oriented and proactive individual to join our Customer Service team. The role involves managing backend processes that ensures smooth service delivery, accurate data handling and timely issue resolution for customers

Key Responsibilities

• Handle customer requests, escalations and queries through internal systems (email, CRM, ticketing tools)
• Take ownership of customers issues and follow problems through to resolution as per defined TATs
• Coordinate with cross functional teams for issue resolutions.
• Maintain high accuracy and compliance with service level agreements (SLAs) and internal SOPs
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyze statistics and compile accurate reports
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Analyze recurring issues and provide feedback for process improvements
• Ensure compliance across Functions.

Required skills & qualifications

• Bachelor’s degree in any discipline
• 8-10 yrs experience in backend operations, Customer service
• Strong written communication and documentation skills
• Proficiency with CRM / ticketing tools ( salesforce, Zendesk, Freshdesk etc)
• Excellent attention to detail, time management and problem-solving abilities
• Ability to multitask and work under minimal supervision