Assistant Mananger - Customer Service

Job Description

Dear Candidate Greetings for the day We are urgently hiring for a leading MNC based out at Santacruz Kalina , Mumbai Role & responsibilities Case Management and Service Assistance Handle customer inquiries, complaints, and feedback through various channels such as phone, email, and chat. Document all interactions with customers accurately and thoroughly in the CRM system. Investigate and resolve customer issues within a defined SLA, ensuring high levels of customer satisfaction. Escalate complex issues to the appropriate teams for further investigation and resolution. Proactively identify opportunities to improve the customer experience and suggest actionable solutions. Stay updated on product features, promotions, and company policies to provide accurate information to customers. Follow up with customers to ensure that their issues have been resolved to their satisfaction, followed by CSAT scoring Managing Incoming Lines: Answer incoming calls from customers promptly and professionally. Provide accurate information and assistance to customers regarding products, services, and policies. Prioritize and manage multiple incoming calls simultaneously to minimize wait times and maximize efficiency. Collaborate with team members to ensure seamless handoffs and continuity of customer support. Documentation and Reporting: Maintain detailed records of customer interactions, including issues raised, solutions provided, and follow-up actions taken on tracker and CRM Generate reports on key performance metrics such as response time, resolution time, and customer satisfaction scores. Analyse data to identify trends and patterns in customer inquiries and recommend improvements to processes and procedures. Preferred candidate profile Bachelor's degree in business or relevant work experience Proven experience in customer service or a related field [Minimum 4 years] Excellent verbal and written communication skills. Strong problem-solving abilities and attention to detail. Ability to remain calm and professional under pressure. Proficiency in using CRM software [preferably Salesforce] and other customer support tools. Strong articulation and conflict management skills Willingness to work rotating shifts and on a roster Proactive approach with a positive attitude and flexibility to embrace change Exercise good judgment and independent decision-making skills Knowledge of industry-specific regulations and compliance standards. Familiarity with telephone etiquette and call centre procedures. Ability to do stakeholder management and maintain good interpersonal relations with high on team spirit Ability to speak multiple languages is a plus. Interested candidates please share your resume on pooja.wadhawa@weareams.com