Assistant Customer Service Manager

ISS Global Forwarding; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

ISSGF India Pvt Ltd in Mumbai, India, is seeking an Assistant Customer Service Manager to oversee a team within the Air Freight department. You will assist in delivering excellent customer service, resolving issues, and supporting the team to meet goals.

The role emphasizes supervising a team, guiding performance improvements, and collaborating with sales, operations, and other departments to ensure smooth order processing and delivery.

Qualifications

• Bachelor's degree in business administration, supply chain management or related field.
• 5-7 years of experience in a customer service role with supervisory/assistant management exposure.
• Strong interpersonal and communication skills for interactions with customers and team members.
• Proficiency in English (written and verbal).
• Proficiency in MS Office (Excel, Word, Outlook, PowerPoint) and internet navigation/research skills.

Responsibilities

• Assist the Customer Service Manager in managing and supervising a team of customer service representatives.
• Provide guidance, training, and support to the customer service team members to enhance their skills and performance.
• Set performance goals, monitor progress, and provide regular feedback to team members.
• Conduct performance evaluations and implement improvement plans as needed.
• Collaborate with other departments to ensure effective coordination and communication.
• Handle escalated customer complaints or complex issues to ensure prompt and satisfactory resolution.
• Investigate and analyze customer complaints, identify root causes, and implement preventive measures.
• Track KPIs and provide regular reports on departmental performance.
• Stay updated on industry best practices and trends to continuously improve the department's performance.

Skills

Communication skills

Interpersonal skills

English proficiency

Team leadership

Education

Bachelor's degree in Business Administration / Supply Chain

Tools

MS Office

Job description

Job Title: Assistant Customer Service Manager

Location: Mumbai, India

Job Summary

Department: Air Freight

Experience: 5-7 years

Company Name: ISSGF India Pvt Ltd

Role Overview

The Assistant Customer Service Manager is responsible for assisting in overseeing and managing the customer service responsibilities within the company. The job holder will be responsible for ensuring the delivery of excellent customer service, resolving customer issues, and supporting the customer service team in achieving their goals.

Key Responsibilities

• Assist the Customer Service Manager in managing and supervising a team of customer service representatives.
• Provide guidance, training, and support to the customer service team members to enhance their skills and performance.
• Set performance goals, monitor progress, and provide regular feedback to team members.
• Conduct performance evaluations and implement improvement plans as needed.
• Foster a positive and motivating work environment that encourages teamwork and professional growth.
• Handle escalated customer complaints or complex issues to ensure prompt and satisfactory resolution.
• Work closely with the customer service team to address customer concerns and provide effective solutions.
• Investigate and analyze customer complaints, identify root causes, and implement preventive measures.
• Ensure timely follow-up with customers to ensure their issues are resolved and their feedback is addressed.
• Collaborate with the Customer Service Manager to develop and implement customer service policies, procedures, and standards.
• Monitor customer service metrics, such as response times, customer satisfaction scores, and resolution rates.
• Identify areas for improvement in customer service processes and practices and recommend and implement enhancements.
• Stay updated on industry best practices and trends in customer service to continuously improve the department's performance.
• Liaise with other departments, such as sales, operations, and marketing, to ensure effective coordination and communication.
• Collaborate with the sales team to address customer inquiries, provide product or service information, and support sales efforts.
• Work with the operations team to resolve customer service-related issues and ensure smooth order processing and delivery.
• Collect and analyze customer service data to generate reports and insights for management review.
• Track key performance indicators (KPIs) and provide regular reports on departmental performance.
• Identify trends, patterns, and areas of improvement based on customer feedback and data analysis.

Requirements

• Bachelor's degree in business administration, Supply Chain Management, or a related field.
• 5-7 years of experience in a customer service role, with at least 2-3 years of supervisory or assistant management experience.
• Strong interpersonal and communication skills to effectively interact with customers and team members.
• Proficiency in English (written and verbal). Additional languages may be advantageous.
• Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills.