Assistant Manager - Client Experience

Designation: Assistant Manager - Client Experience

Department: Client Experience

Location:
Innovative Project Management Services Pvt. Ltd.
24/30, Ground Floor,
Okhla Industrial Estate,
Phase III,New Delhi 110020.

Experience: 3 - 5 years of relevant sectoral experience.

Compensation: Up to 7,20,000 Lakh Annual (CTC) based on last drawn salary and relevant experience

To apply, mail your resume to [email removed]

Key Responsibilities

• Maintain customer focus at all times and ensure that customer queries are responded to by the team within the time frame (for e.g., email, telephone)
• Take ownership and accountability of the work assigned and ensure closure of the same
• Ensure that the agreed-upon service standards are duly met; strive to exceed customer expectations wherever possible
• Take ownership of queries and proactively follow through to resolution.
• Ensure all customers’ queries are investigated and resolved, escalating issues if appropriate, to the Team Manager.
• Assist senior management with any special projects assigned and provide backup to team managers when necessary.
• Maintain advanced working knowledge of all customer service processes for different market segments and communicate discrepancies/issues to team manager when necessary
• Mentoring and developing new staff to meet customer service requirements.
• Demonstrate willingness to assist the team with day-to-day operations.
• Maintain professional working relationships with internal and external customers, customer service management, and colleagues.
• Supports decisions made by management and conveys positively to team members.
• Perform quality assurance on work processed.
• Work effectively as part of a team to achieve individual, team, and departmental objectives, sharing knowledge and skills as appropriate.
• Provide flexible support for team members and other teams and foster a positive and motivating environment.
• Demonstrate a positive and flexible approach to changing business priorities.
• Report to management on the progress of selected projects