Assistant Manager Customer Service

Role & responsibilities

1. Lead, mentor, and manage a team of customer service representatives, ensuring they are motivated and equipped to deliver high-quality service.

2. Oversee the customer service operations, ensuring that all inquiries and issues are resolved promptly and effectively.

3. Monitor team performance against established metrics and service level agreements, providing feedback and implementing improvements as necessary.

4. Identify opportunities for process enhancements to improve efficiency and service quality, and implement changes as needed.

5. Collaborate with internal/External stakeholders to ensure alignment of customer service activities with business objectives and to facilitate the smooth delivery of shared services.

6. Develop and implement training programs to enhance the skills and knowledge of the customer service team.

7. Prepare and present regular reports on team performance, customer feedback, and service trends to management.

8. Manage interactions and coordination with team members, senior leadership and internal and external stakeholder across different geographical locations, both onshore and offshore

Preferred candidate profile

Communication and negotiation skills involve effectively conveying information, actively listening, and reaching mutually beneficial agreements through empathy, persuasion, and conflict resolution.

Decision making and planning/delegation involve evaluating options to make informed choices, strategically organizing tasks, and assigning responsibilities to team members to achieve objectives efficiently.

Process and customer focus involves optimizing workflows to enhance efficiency and quality while prioritizing customer needs and satisfaction to deliver exceptional service and value.