Assistant Manager - Customer Service

KEC International

Mumbai, Maharashtra
Permanent
Full-time

6 days ago

Internal Job DescriptionMain Responsibilities /Job Summary (Primary deliverables of role & it's scope)

Assist manager in planning and executing customer service functions and warranty management.
Plan / coordinate / assign / supervise with field team on daily basis for field complaints
Resolve escalated and complex customer issues on time.
Focus on digital transformation across Customer-facing Service.
Drive cultural shifts toward digital thinking and agility.
Understanding of the integration and dependencies of complex processes.
Ensure that team addresses customer issues and concerns promptly and professionally.
Assist in revolving employee concerns and developing customer focussed environment.
Organize service training to team to meet functional objective.
Identify and resolve problems that affect customer service quality and efficiency.

Visiting field to listen to customer's voice/feedback and analyzing the problem.
Co-ordination with call center team on complaint handling & SLAs

Key Performance AreaClaim / Complaint closure TAT, Spot Visit, Scheduled OEM visitClaim Settlement, CFT approach in resolving issueExternal Job DescriptionMain Responsibilities /Job Summary (Primary deliverables of role & it's scope)

Assist manager in planning and executing customer service functions and warranty management.
Plan / coordinate / assign / supervise with field team on daily basis for field complaints
Resolve escalated and complex customer issues on time.
Focus on digital transformation across Customer-facing Service.
Drive cultural shifts toward digital thinking and agility.
Understanding of the integration and dependencies of complex processes.
Ensure that team addresses customer issues and concerns promptly and professionally.
Assist in revolving employee concerns and developing customer focussed environment.
Organize service training to team to meet functional objective.
Identify and resolve problems that affect customer service quality and efficiency.

Visiting field to listen to customer's voice/feedback and analyzing the problem.
Co-ordination with call center team on complaint handling & SLAs

Key Performance AreaClaim / Complaint closure TAT, Spot Visit, Scheduled OEM visitClaim Settlement, CFT approach in resolving issueCompetenciesClaim ManagementCustomer CentricityServing Customers

KEC International

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