Assistant Manager - Customer Service

Key Responsibilities

• Lead, mentor, and manage a team of customer support chat agents
• Monitor real-time chat performance, queue management, and adherence to SLAs
• Ensure quality standards are met through regular chat audits and feedback sessions
• Handle escalated customer issues and provide prompt resolutions
• Track and analyze KPIs such as CSAT, FCR, AHT, productivity, and quality scores
• Conduct team huddles, performance reviews, and one-on-one coaching sessions
• Prepare daily, weekly, and monthly performance reports
• Coordinate with Quality, Training, and Operations teams for process improvements
• Identify training needs and support onboarding of new hires
• Ensure compliance with company policies, data security, and customer confidentiality
• Drive continuous improvement initiatives to enhance efficiency and customer experience

Required Skills & Competencies

• Strong leadership and people-management skills
• Excellent written communication skills
• Sound knowledge of chat support tools, CRM systems, and ticketing platforms
• Ability to multitask and manage multiple chats/escalations effectively
• Analytical mindset with strong problem-solving abilities
• Customer-centric approach with attention to detail
• Ability to work under pressure in a fast-paced environment

Eligibility & Experience

• Graduate in any discipline (preferred)
• 3+ years of experience in customer support/chat process
• 1+ year experience as a Team Lead or acting TL in a BPO/Customer Support environment
• Experience handling international/domestic chat processes is a plus