Asst. manager

TP; Malad; On-site; INR 900,000 - 1,300,000; Full time

Job summary

TP is seeking an experienced Customer Service Manager in India to lead a team of representatives and drive customer satisfaction. The role focuses on delivering process improvements, collaborating with cross-functional teams, and coaching staff to enhance performance.

Applicants should have proven customer service management experience, strong leadership, and familiarity with CRM systems. Experience with international clients is preferred.

Qualifications

• Proven experience in customer service management, preferably in a BPO setting.
• Strong leadership and communication skills, with the ability to motivate and inspire teams.
• Excellent problem-solving and analytical skills, with attention to detail.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Strong understanding of CRM systems and processes.
• Experience working with international clients is preferred.

Responsibilities

• Manage and lead a team of customer service representatives to achieve high levels of customer satisfaction.
• Develop and implement process improvements to increase efficiency and productivity.
• Collaborate with cross-functional teams to resolve complex issues and improve overall performance.
• Analyze data and metrics to identify trends and areas for improvement.
• Coach and train team members to enhance their skills and knowledge.
• Ensure compliance with company policies and procedures.

Skills

Customer service leadership

Team motivation

Communication

CRM systems

Data analysis

Tools

CRM software

Job description

Roles and Responsibility

• Manage and lead a team of customer service representatives to achieve high levels of customer satisfaction.
• Develop and implement process improvements to increase efficiency and productivity.
• Collaborate with cross-functional teams to resolve complex issues and improve overall performance.
• Analyze data and metrics to identify trends and areas for improvement.
• Coach and train team members to enhance their skills and knowledge.
• Ensure compliance with company policies and procedures.

Job Requirements

• Proven experience in customer service management, preferably in a BPO setting.
• Strong leadership and communication skills, with the ability to motivate and inspire teams.
• Excellent problem-solving and analytical skills, with attention to detail.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Strong understanding of CRM systems and processes.
• Experience working with international clients is preferred.