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Assistant Manager - Customer Service

Keywords / Skills : Assistant Manager - Customer Service, CSR, Customer support, Customer service, Customercare, TSR

Posted: 2019-10-18

Industry
ITES/BPO
Function
IT
Customer Service/Call Centre/BPO
Role
Customer Service Executive (Non-voice)
VP/ Head - Customer Service
Software Engineer/ Programmer
Posted On
18th Oct 2019
Job Ref code
HIG004194
Job Description
Job Description :

Inviting applications for the role of AM, Customer Service
In this role, you will be responsible for Drive Continuous Improvement and develop a strategy for team to reach organization goal.

Ability to explain what's driving their teams' performance in a concise and data driven wa y
Ability to identify and grow talent, lead, motivate and coach direct reports
Proven ability to identify training needs and support development of programs
High level of integrity as demonstrated personally and professionally
Proven ability and passion to coach in one-on-one and also in ateamsettingwith a clear data driven approach and tangible output for agents to improve. Outstanding customer service skills
Excellent written and verbal communication skills. Comfort communicating with all levels of managementand able to adjust messaging to different target audiences with to-the-point communication
Excellent organizational skills and detail-oriented approach to problem solving
Demonstrated proficiency in multi-tasking and prioritization
Clearly demonstrated passion for ensuring the success of WhatsApp\u2019s culture of excellence and commitment to quality and customer service
Previous personnel management experience with service/technical fields within Call Center environmentor tech/service/sales industry. Familiarity with project management
Moderate understanding of business process improvement methods.
Qualifications
Minimum qualifications

Any Graduate
Managing day-to-day operations \u2013 ensure consistent quality and productivity across channels (call, email, chat, etc.) to add maximum value for advertisers. Ensure consistent performance according to the relevant service level metrics or revenue/funnel goals
Strong communication to ensure quarterly strategy as well as monthly and weekly priorities are understood and adhered to by agents. Able to adjust messaging to different target audiences (agent, Ops Manager, client) with to-the-point communication
Able to adapt quickly to changes in workflows/processes/procedures/product features
Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization
Able to clearly outline current performance drivers of their market and actions to improve
Maintain a professional and personable demeanor at all times
Prior experience in Team Handling
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit (https://www.youtube.com/user/GenpactLtd) .



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