Assistant Manager / Deputy Manager

Role & responsibilities

• Team Management & Leadership
• Supervise, train, and motivate a team of customer service representatives handling both voice and email channels.
• Monitor performance metrics such as call and email quality, email TAT, resolution accuracy, and customer satisfaction.
• Conduct regular coaching, feedback, and performance appraisals.
• Customer Support Operations
• Oversee day-to-day operations ensuring timely and effective handling of customer queries, complaints, and service requests.
• Ensure adherence to SLA/TAT across all communication channels.
• Resolve escalated customer issues professionally and efficiently.
• Process Improvement & Reporting Identify process gaps and suggest improvements to enhance customer experience.
• Collaborate with internal teams (sales, CRM, projects, facility management) for seamless resolution of customer issues.
• Generate daily/weekly/monthly reports and present key insights to management.
• Compliance & Quality Assurance Ensure compliance with company policies, regulatory guidelines (RERA, etc.), and data security standards.
• Conduct regular audits of customer interactions to maintain quality standards.

Preferred candidate profile

• Customer-first mindset with problem-solving approach.
• High emotional intelligence and empathy.
• Ability to multitask and prioritize in a fast-paced environment.