Assistant Manager - International Operations

Gk And Sons; Navi Mumbai; On-site; INR 810,000 - 990,000; Full time

Benefits offered by this job

Salary up to 9 LPA

International Operations exposure

Career growth

Job summary

Gk And Sons in Navi Mumbai is seeking an Assistant Manager to oversee day-to-day operations of an international customer support process. You will manage voice, email and chat channels, ensure timely resolutions and monitor SLAs and quality across the team.

The role requires a minimum of 2 years as an Assistant Manager and a graduate degree. Candidates with international operations experience will be preferred. Office-based role in Ghansoli, Navi Mumbai.

Qualifications

• Minimum 2 years of experience as an Assistant Manager on paper.
• Graduate qualification is mandatory.
• Experience in International Operations, International BPO or Contact Centre preferred.
• Strong inbound voice, email and chat support experience.

Responsibilities

• Manage day-to-day operations for an International Customer Support process.
• Handle and monitor inbound customer interactions through Voice, Email and Chat channels.
• Ensure timely and effective resolution of customer queries and escalations.
• Monitor team performance and adherence to SLAs, productivity and quality targets.
• Ensure compliance with SOPs, policies and client requirements.
• Analyze reports to identify performance gaps and improvement opportunities.
• Coach and support team members to improve productivity and customer satisfaction.
• Drive continuous process improvement and maintain high customer experience.

Skills

Voice support

Email support

Chat support

CRM proficiency

Analytical thinking

Team coaching

Education

Graduate degree

Tools

CRM

Support tools

Job description

Role & responsibilities

• Manage day-to-day operations for an International Customer Support process.
• Handle and monitor inbound customer interactions through Voice, Email and Chat channels, with approximately 85% Voice and 15% Email support.
• Ensure timely and effective resolution of customer queries, concerns and escalations.
• Monitor team performance and ensure achievement of defined SLAs, productivity, quality and customer service targets.
• Ensure consistent adherence to contractual Service Level Agreements and process guidelines.
• Analyze operational reports and customer interaction data to identify performance gaps and improvement opportunities.
• Handle complex customer issues and escalations while ensuring appropriate and timely resolution.
• Ensure effective use of CRM, customer support tools and other process applications.
• Work closely with internal teams and stakeholders to resolve operational issues and improve service delivery.
• Coach and support team members to improve productivity, quality and customer satisfaction.
• Ensure compliance with standard operating procedures, company policies and client requirements.
• Drive continuous process improvement and maintain a high standard of customer experience.

Preferred candidate profile

• Minimum 2 years of experience as an Assistant Manager on paper is mandatory.
• Graduate qualification is mandatory.
• Candidates with experience in International Operations, International BPO or Contact Centre Operations will be preferred.
• Strong experience in inbound customer support through Voice, Email and Chat channels.
• Experience handling blended processes and customer-facing operations.
• Strong understanding of SLAs, productivity, quality and other operational metrics.
• Excellent problem-solving and analytical skills with the ability to resolve complex customer issues.
• Proficiency in CRM, customer support tools and relevant business applications.
• Strong communication, interpersonal and customer-handling skills.
• Experience in managing escalations and maintaining customer satisfaction.
• Knowledge of Visa Processing, Immigration, Travel or related international services will be an added advantage.
• Candidates should be willing to work from office in Ghansoli, Navi Mumbai.

Perks and benefits

• Salary package up to 9 LPA, based on experience and suitability.
• Opportunity to work in an International Operations environment.
• Exposure to international customers and blended Voice, Email and Chat processes.
• Opportunity to manage customer support operations and team performance.
• Career growth opportunities within Operations and Customer Experience functions.
• Exposure to international service processes and customer support operations.