Assistant manager Customer Excellence
- CarDekho
- 3 - 5 Years
- Noida, Gurugram
- 4 years ago
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Job Description
Job Description:
We are looking for Customer Excellence Asst. Manager (Inbound) roles with who are keen about quality, Customer Experience and ensuring better productivity
Develop standard operating procedures for inbound team and run the process in a factory model
. Monitor team performance and reports on defined metrics
. Discover training needs and provide coaching
. Provide ongoing training, support and real time quality monitoring of Inbound agents to improve performance
. Handle escalation calls, including complaints, from Inbound agents and provide appropriate resolution
. Answer inbound calls during times of high call volume or upon request of management
. Anticipate issues proactively and escalate to management as appropriate
. Track and document all inquiries using the applicable systems
. Work closely with the Senior Management / other BUs in resolving difficult and complex consumer complaints / escalations, with in TAT
. Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs
. Use company methodology, team input, and own initiative to ensure SLA, talk-time, attendance and retention targets are achieved
. Lead and inspire the team to deliver excellent levels of individual/team performance and customer satisfaction with an open communication culture.
. Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
Job Responsibilities:
Develop standard operating procedures for inbound team and run the process in a factory model
. Monitor team performance and reports on defined metrics
. Discover training needs and provide coaching
. Provide ongoing training, support and real time quality monitoring of Inbound agents to improve performance
. Handle escalation calls, including complaints, from Inbound agents and provide appropriate resolution
. Answer inbound calls during times of high call volume or upon request of management
. Anticipate issues proactively and escalate to management as appropriate
. Track and document all inquiries using the applicable systems
. Work closely with the Senior Management / other BUs in resolving difficult and complex consumer complaints / escalations, with in TAT
. Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs
. Use company methodology, team input, and own initiative to ensure SLA, talk-time, attendance and retention targets are achieved
. Lead and inspire the team to deliver excellent levels of individual/team performance and customer satisfaction with an open communication culture.
. Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
Candidate Attributes:
. Proven work experience as a Call Centre manager/supervisor
. Ability to handle team, mentoring & coaching
. Excellent leadership and communication skills
. Experience within customer services
. Ability to audit calls, record in a structured way & share feedbacks
. Ability to deal with demanding customers and escalations
. Able to draft or modify training materials and procedural documentation accurately
. Decision-making skills
Employement Category:
Employement Type: Full timeIndustry: AutomotiveFunctional Area: ITRole Category: Software EngineerRole/Responsibilies: Assistant manager Customer ExcellenceContact Details:
Company: CarDekhoLocation(s): Noida, Gurugram+ View Contact
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CarDekho
Integrating technology in the automotive sector, CarDekho has been revolutionising the personal mobility space since 2008. Comprising a dedicated team of passionate individuals, our fundamental objective is to deliver quality information and aid customers
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