Assistant Customer Service Manager

Job Summary :

The customer Service Manager is responsible to manage the contact center which is a shared services to the business units. The ideal candidate is responsible for leading a team of trained product experts who provide our customers with a delightful, frictionless experience.

Responsibilities :

● Managing the contact center (CC) team, you will drive performance, and deliver KPI’s, targets and quality standards and, most importantly, ensure customer experience is optimized.

● Resolve customer conflicts and handle escalation procedures

● Management of the team, providing guidance, performance and coaching.

● Manage and monitor the teams KPI’s ensuring to use the KPI’s to drive performance and highlight those needing support.

● Always seek effective ways to provide training and support to your team.

● Ensure the team is working to the company values.

● Work closely with the development team for close collaboration on topics relating to knowledge, training and quality.

● Find opportunities to improve CC operations for the teams.

● Imbed CUSTOMER FIRST DNA within CC organization

● Work closely with Operations’ Head to evaluate & redesign, whenever needed, the Customer experience Journeys across different touch points, in alignment with business stake-holders

● Introduce VOC management approach within the organization, reflecting this on all touch points.

● Control Contact Center cost.

● Manage escalations and work closely with cross-functional teams to ensure proper handling/closures within agreed SLAs.