Associate Manager-Service Recovery

Roles and Responsibilities :

• Manage customer complaints and escalations in a timely and effective manner to ensure high levels of customer satisfaction.
• Resolve complex issues through query resolution, grievance handling, and complaint management processes.
• Provide excellent customer support by responding promptly to customer inquiries via phone, email, or chat.
• Analyze data to identify trends and areas for improvement in the quality assurance process.

Job Requirements :

• 2-8 years of experience in BPO/Call Centre environment with expertise in Customer Support/Service Desk operations.
• Strong skills in solving queries, resolving complaints, managing escalations, and handling grievances effectively.
• Excellent communication skills with ability to work under pressure during peak hours or crisis situations.
• Proficiency in using tools like Excel for reporting purposes.