Assistant Manager- Customer Delight

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