Job briefWe are looking for Asst.
Manager - Customer Relations who is experienced enough to provide excellent customer service and to promote this idea throughout the organisation.
The goal is to keep the helpdesk running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.The Asst.
Manager - Customer Relations sets the vision, direction, and culture of his team by managing individual and team performance expectations and goals, maintaining singular focus on ensuring and improving customer satisfaction, by identifying broader customer impacting issues and implementing solutions to drive quality and productivity, while achieving real time desired service levels.
ResponsibilitiesDevelop service procedures, policies and standardsIdentifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rateTake ownership as a Nodal Officer of the escalated issues and ensure speedy resolutionOrganize, prioritize and schedule issues based on the severity of the issueFocus on SLA management, quality and customer experienceKeep accurate records and documents of customer service actions and discussionsAnalyse statistics and compile accurate reportsAssist in developing and implementing training programs to improve the quality and productivity of the teamExpected to be 2nd in line to the Operations managers and at times might be required to perform delegated duties of Operations ManagerCarrying out supervisory responsibilities in line with the organization s policiesRequirementsProven working experience in providing customer service support and team managementDirect experience in support operations Demonstrated ability to direct and manage a group of peopleStrong client-facing, interpersonal and communication skillsAdvanced troubleshooting and multi-tasking skillsAbility to handle complex and ambiguous scenariosCan adapt well to changing circumstances, direction, and strategyAbility to support business and provide solutions to customer pain pointsProven ability to manage reporting and analysisAbility to effectively and efficiently complete difficult goals or assignmentsConfident in using Microsoft Office especially Excel and PowerpointAdvanced computer skills using a variety of programs highly desiredRound the clock availability, including willingness to work on weekends, and outside of the "standard" work dayBachelor s degree, preferred Project Management & knowledge of Six Sigma / Lean Processes, MBA is a plus Skills : - Client Servicing, Communication Skills, Customer Relationship Management (CRM), Data Analytics, Operations, Team Management and Customer Success