Assistant Manager - Customer Service

Responsibilities:

• Professionals in this group are responsible to manage inbound calls and customer service enquiries.
• Individuals identify and assess customers needs and work with the team to resolve issues.
• They are also expected to manage the entire issue management process for clients & ensure necessary follow up actions are taken to resolve customer issues.
• These professionals are required to have a broad understanding of the products/services of the organization to assist in responding to client queries.
• Professionals at this level act as tech leaders/team leaders and supervise the day to day work of lower level individual contributors.
• They ensure policies, practices and procedures are understood and followed by direct reports, clients and stakeholders.
• They have good project management skills and require appropriate knowledge and skills to make sound judgments and select the alternate course of action.
• They are responsible for managing, coaching junior team members and may provide inputs on appraisals/feedback to employees.
• They are responsible for allocating work and ensure delivery in the defined timeframe.
• They possess relevant work experience and desired knowledge.