Assistant Manager - Customer Service

Key Responsibilities

• Respond to customer queries received through incoming calls
• Make outbound calls to resolve customer queries and callback requests
• Coordinate with cross-functional teams to obtain resolutions
• Manage end-to-end query, request, and complaint resolution
• Trigger manual communications to customers via email and SMS
• Prepare dashboards to track query and resolution metrics
• Attend to walk-in customers and resolve their queries efficiently
• Ensure first response and resolution within defined timelines
• Accurately identify and tag queries, requests, and complaints