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115 Glenmark Pharmaceuticals Jobs

Assistant Manager Customer Service @ Powai

5-10 years

Mumbai suburbs, Mumbai, Mumbai

1 vacancy

Assistant Manager Customer Service @ Powai

Glenmark Pharmaceuticals

posted 1mon ago

Job Role Insights

6 Days Working·Flexible timing·Day Shift

Job Description

Role & responsibilities


  • Responsible for driving various parameters such as :- Productivity, ACHT, Attrition, Shrinkage, Training, Quality and CSAT across all the Contact Centre sites
  • Achieving Service levels and CSAT as per agreed SLAs
  • Accountable for maintaining profitability of the process by effective resource
  • planning for Inbound and Outbound tasks.
  • Responsible for Recruiting and monitoring Training & Quality for the Contact Centre.
  • Conducting Training and Refresher sessions, Call listening and Calibration sessions for the Contact Centre supervisors and agents
  • Responsible for identifying process gaps and eliminating them by creating and revamping SOPs
  • Developing and documenting knowledge derived via Competitor insights and in-house experiences into helpful content
  • Tracking customer service KPIs like CSAT scores, NPS, CES, FCR, ART
  • Monitoring Brand mentions
  • Keeping accurate records of discussions or correspondence with client and customers
  • Developing and documenting the process amendments as per directives from TRAI on regular basis
  • Fostering a motivated team environment which encourages continuous learning and
  • improvement
  • Should be open to work in rotational shifts, weekends and Public Holidays(if required)
  • Should be open to travelling extensively within Mumbai and occasionally outside Mumbai (@ Call Centre sites)


Preferred candidate profile

  • 5 + years of experience in Vendor Management (Contact Centre) or as a Senior Team
  • Leader / Assistant Manager at a reputed Contact Centre
  • Proven work experience as a customer service professional with a satisfactory track record
  • Ability to work in a high pressure, time sensitive organization with an unrelenting focus on overall customer experience and a clear sense of purpose
  • Strong English communication skills and highly motivated
  • Ability to plan, multi task & manage time effectively
  • Fair analytical skills & record keeping ability
  • Fair understanding of business operations & processes in an Ecommerce / Retail environment
  • Working knowledge of CRM software, databases and tools
  • The candidate should demonstrate high levels of integrity, humility, ability to learn from experience



Employment Type: Full Time, Permanent

Functional Areas: Banking/Insurance

Read full job description

People are getting interviews at Glenmark Pharmaceuticals through

(based on 77 Glenmark Pharmaceuticals interviews)
Referral
Job Portal
Walkin
Company Website
Campus Placement
Recruitment Consultant
26%
23%
22%
9%
4%
3%
13% candidates got the interview through other sources.
High Confidence
?
High Confidence means the data is based on a large number of responses received from the candidates.

Assistant Manager Customer Service Interview Questions and Tips

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What people at Glenmark Pharmaceuticals are saying

What Glenmark Pharmaceuticals employees are saying about work life

based on 2.5k employees
63%
63%
38%
97%
Flexible timing
Monday to Saturday
Within city
Day Shift
View more insights

Glenmark Pharmaceuticals Benefits

Health Insurance
Job Training
Free Transport
Soft Skill Training
Team Outings
Cafeteria +6 more
View more benefits

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