Assistant Manager - Client Experience

Innovative Project Management Services Pvt. Ltd.; New Delhi; On-site; INR 432,000 - 720,000; Full time

Job summary

Innovative Project Management Services Pvt. Ltd. is seeking an Assistant Manager - Client Experience to lead a client-focused team in New Delhi. You will ensure timely responses, own issues to resolution, and drive service standards across market segments.

You will mentor staff, collaborate with management on special projects, and maintain professional relationships with internal and external customers, aiming to exceed expectations.

Qualifications

• 3–5 years of relevant sectoral experience.

Responsibilities

• Maintain customer focus at all times and ensure queries are answered by the team within the time frame.
• Take ownership and accountability of the work assigned and ensure closure.
• Meet or exceed the agreed service standards and strive to delight customers.
• Own queries and proactively follow through to resolution.
• Escalate issues when appropriate to the Team Manager.
• Mentor and develop new staff to meet customer service requirements.

Skills

Customer focus

Team leadership

Communication

Job description

Designation: Assistant Manager - Client Experience

Department: Client Experience

Location:
Innovative Project Management Services Pvt. Ltd.
24/30, Ground Floor,
Okhla Industrial Estate,
Phase III,New Delhi 110020.

Experience: 3 - 5 years of relevant sectoral experience.

Compensation: Up to 7,20,000 Lakh Annual (CTC) based on last drawn salary and relevant experience

Key Responsibilities

• Maintain customer focus at all times and ensure that customer queries are responded to by the team within the time frame (for e.g., email, telephone)
• Take ownership and accountability of the work assigned and ensure closure of the same
• Ensure that the agreed-upon service standards are duly met; strive to exceed customer expectations wherever possible
• Take ownership of queries and proactively follow through to resolution.
• Ensure all customers’ queries are investigated and resolved, escalating issues if appropriate, to the Team Manager.
• Assist senior management with any special projects assigned and provide backup to team managers when necessary.
• Maintain advanced working knowledge of all customer service processes for different market segments and communicate discrepancies/issues to team manager when necessary
• Mentoring and developing new staff to meet customer service requirements.
• Demonstrate willingness to assist the team with day-to-day operations.
• Maintain professional working relationships with internal and external customers, customer service management, and colleagues.
• Supports decisions made by management and conveys positively to team members.
• Perform quality assurance on work processed.
• Work effectively as part of a team to achieve individual, team, and departmental objectives, sharing knowledge and skills as appropriate.
• Provide flexible support for team members and other teams and foster a positive and motivating environment.
• Demonstrate a positive and flexible approach to changing business priorities.
• Report to management on the progress of selected projects