Assistant Mananger - Customer Service B2B

Dear Candidate

Greetings for the day

We are urgently hiring for a leading MNC based out at 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.