Assistant Manager, Customer Care Service

Function: CC & Operations.

Job Purpose: Manage the Non voice customer service team.

Role: 

• Manage customer care team responsible for responding & communicating with followers/customers, responding to queries in a timely manner and monitor customer requests/reviews/complaints.
• Ensure team is meeting key metrics like Response TAT, service TATs, Quality, Repeat control & Reduction.
• First Call Resolution/First Time Right resolutions.
• Manage Customer Care Email team members on productivity and efficiency parameters.
• Manage customer complaints and escalations & prepare RCA.
• Showcasing RCA to management and identifying and leading change.
• Maintain and improve the brand/business reputation while collaborating with internal stakeholders and agencies.
• Co-ordinate with various teams like Digital/Marketing/ PR Team on regular basis for customer care related promotions/issues/detractor management.
• Stay up to date with current technologies and social media trends and applications.

Qualification & experience:

• Mandatory: MBA (Any stream).
• 6+ years of experience in customer service management.

Essential skills: 

• Analytical and multitasking skills.
• Strong communication skills.
• Adept in Microsoft office.
• Experience in social listening & ORM management.
• Should be dedicated and display integrity.
• Willingness to learn with an attitude of continuous improvement.