Assistant Manager - Customer Service
Genpact
- Gurgaon, Haryana
- Permanent
- Full-time
Welcome to the relentless pursuit of better.We are inviting applications for the role of Assistant Manager, Customer Service, Non-Voice (Chat Support)
In this role, you will be responsible for Drive Continuous Improvement and Develop a strategy for team to reach organization goal.
Responsibilities
- Monitor team members and able to provide mentorship whenever needed
- Manage the flow of day-to-day operations & key metrics like Sales, NPS, Issue resolution
- Build reports to update the company on the team's progress
- Rapport building with the internal & external stakeholder
- Deal with any issues that arise during shift promptly and professionally, seeking advice from the duty manager where necessary
- Ensure that the highest possible levels of customer service are always delivered
- Assist the Manager as and when necessary to make the business run effectively and efficiently
- Communicate clear instructions to team members
- Audit conversations & giving coaching & feedback to the agents
- Control shrinkage & attrition, drive production hours
Minimum qualifications
- Graduation in any stream (Preferred B.Tech. or any Technical graduation or additional certification done along with any existing graduation degree)
- Meaningful experience in Operations with Customer Service
- Relevant experience in Team Handling/ people facing role. Proven track record for handling 15 to 20 resources and keeping an engaged workforce in absence of Team Leader
- Proficient with MS Excel, MS Word, MS PowerPoint
- Good analytical and problem-solving skills
- Ability to communicate verbally and through emails/Phones with businesses
- Proven ability to build effective working relationships with clients & internal stakeholders