We are seeking a dynamic and customer-oriented individual to join our team as an Assistant Manager - Customer Delight. This pivotal role involves a blend of case management and managing incoming communication channels to ensure prompt and effective resolution of customer queries and issues. The ideal candidate will possess excellent communication skills, a strong sense of attention to detail, and the ability to multitask in a fast-paced environment, contributing significantly to customer satisfaction and loyalty.
Roles and Responsibilities:
Case Management & Resolution:
- Handle customer inquiries, complaints, and feedback through various channels such as phone, email, and chat.
- Document all interactions with customers accurately and thoroughly in the CRM system.
- Investigate and resolve customer issues within a defined SLA (Service Level Agreement), ensuring high levels of customer satisfaction.
- Escalate complex issues to the appropriate teams for further investigation and resolution.
- Proactively identify opportunities to improve the customer experience and suggest actionable solutions.
- Stay updated on product features, promotions, and company policies to provide accurate information to customers.
- Follow up with customers to ensure their issues have been resolved to their satisfaction, followed by CSAT scoring.
Managing Incoming Lines:
- Answer incoming calls from customers promptly and professionally.
- Provide accurate information and assistance to customers regarding products, services, and policies.
- Prioritize and manage multiple incoming calls simultaneously to minimize wait times and maximize efficiency.
- Collaborate with team members to ensure seamless handoffs and continuity of customer support.
Documentation and Reporting:
- Maintain detailed records of customer interactions, including issues raised, solutions provided, and follow-up actions taken on trackers and the CRM.
- Generate reports on key performance metrics such as response time, resolution time, and customer satisfaction scores.
- Analyze data to identify trends and patterns in customer inquiries and recommend improvements to processes and procedures.
Qualifications and Required Skillsets:
- Bachelor's degree in business or relevant work experience.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and attention to detail.
- Ability to remain calm and professional under pressure.
- Proficiency in using CRM software (preferably Salesforce) and other customer support tools.
- Strong articulation and conflict management skills.
- Willingness to work rotating shifts and on a roster.
- Proactive approach with a positive attitude and flexibility to embrace change.
- Exercise good judgment and independent decision-making skills.
- Knowledge of industry-specific regulations and compliance standards.
- Familiarity with telephone etiquette and call center procedures.
- Ability to do stakeholder management and maintain good interpersonal relations with high team spirit.
- Ability to speak multiple languages is a plus, including Tamil, Telugu, Kannada, Punjabi, Marathi, Gujarati, Hindi, Oriya, Bengali, Malayalam, and Assamese.
Key Skills:
- Customer Service
- Customer Support
- Customer Success
- SLA Management
- CRM Proficiency
