Voylla - Assistant Manager - Customer Support

• Oversee the daily operations of the customer service department, ensuring timely and effective resolution of customer inquiries and concerns.
• Lead, coach, and manage the customer support team to deliver exceptional service across all customer touchpoints (calls, emails, chat, etc.).
• Monitor service quality and team performance through regular audits and reporting metrics.
• Resolve escalated and complex customer issues with professionalism and a customer-first mindset.
• Analyze customer feedback and service trends to identify opportunities for improvement.
• Collaborate with cross-functional teams (sales, logistics, operations) to ensure seamless customer journeys.
• Develop and implement customer service policies, standards, and procedures.
• Provide regular training and performance evaluations to ensure high team efficiency.
  

Qualifications & Skills

• Degree in Business Administration, Management, or a related field.
• Proven experience in Customer Service Management or a similar role.
• Strong knowledge of customer satisfaction metrics, quality standards, and service improvement methodologies.
• Excellent communication and interpersonal skills with the ability to lead and motivate a team.
• Strong analytical and problem-solving skills to handle escalations and identify root causes.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience in the jewelry retail industry is a strong advantage.