Team Lead / Asst. Manager ( Blended )
- I Tech Solutions
- 4 - 9 Years
- Mumbai
- 4 years ago
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Job Description
Role & ResponsibilitiesSupervise team in providing excellent and outstanding services to customers.
Resolve escalated and complex customer issues on-time.
Anticipate customer needs and deliver timely response to meet their expectations.
Recommend best practices to meet service level agreements and improve customer satisfaction.
Facilitating data collection for process improvements and knowledge base improvements.
Drive root cause analysis of all complaints and work with related functions and stakeholders across
the organization to eliminate causative factors and prevent recurrence.
Ensure that the team follows company policies and procedures.
Deliver world class services to ensure customer satisfaction.
Basic process metrics management like SLA, AHT, Dial out, Login hrs, C-SAT scores, Quality
scores set as defined.
Be the Subject Matter Expert who provides analytical support and guides teams on what/how to
improve process flows, in tune with customers expectations.
Structured problem-solving skills and experience: Use a systematic, disciplined and fact-based
process that gets to the root cause of problems
Skills:
Passion to learn - Ability to acquire in depth Process/product knowledge.
Problem solving ability.
Decision-making skills.
Ability to work effectively in high stress situations.
Dealing with complexity, analyzing information and implementing the companys vision of
customer obsession.
Ability to do independent analysis and arrive at conclusions.
Excellent interpersonal and communication skills
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Interested candidates can share their resumes on [Confidential Information] or call/whatsapp on 9220105*** / 9167125***
Regards,
Fatima Shaikh
Manager HR
Employement Category:
Employement Type: Full timeIndustry: ITESFunctional Area: Customer ServiceRole Category: Customer Service Executive (Voice)Role/Responsibilies: Team Lead / Asst. Manager ( Blended )Contact Details:
Company: I Tech SolutionsLocation(s): Mumbai+ View Contact
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I Tech Solutions
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