Interesting Job Opportunity: Assistant Manager - Operation - Email & Escalation Management

Job Description

Kra Supervises the daily operations of the email support team and suitably resolves the high level escalations. Providing guidance and support to team members, ensuring timely and accurate responses to customer inquiries, and maintaining high customer satisfaction. Collaborate with the manager to develop support operations strategy, implement process improvements, and monitor performance metrics to achieve departmental goals. Assist the manager in managing the email support team and ensuring smooth operations. Responsible for delivering the key customer KPIs & high level of customer satisfaction. Responsible for personally managing the high level of escalations to the CEO, MD, legal, DGCA portals and other management leaders Provide training and guidance to team members on email handling, customer service skills, and product knowledge. Monitor and evaluate individual and team performance, providing feedback and coaching as necessary. Maintain a thorough understanding of products, services, and company policies to provide accurate and consistent responses to customer inquiries. Analyze email response data and performance metrics to identify areas for improvement and implement appropriate measures. (ref:iimjobs.com) Show more Show less