JOB SUMMARY

We are seeking an experienced and motivated Customer Service - Assistant Manager to manage and support team. The ideal candidate should have passion for customer service and possess strong leadership skills to manage and motivate team members. The DM will be responsible for providing guidance, feedback and support to the team to ensure a high level of customer satisfaction

KEY RESPONSIBILITIES

- Manage and oversee the daily operations of team
- Provide leadership, training, coaching and support to team members to ensure they meet performance goals and objectives
- Monitor team performance and develop action plans to improve productivity, efficiency and quality of service
- Develop and maintain customer service standards and policies to ensure a high level of customer satisfaction
- Identify opportunities for process improvements and make recommendations to management
- Coordinate with other department to resolve customer issues and complaints in a timely and effective manner
- Collaborate with management to develop strategies to enhance customer experience and drive customer retention
- Develop and maintain reports of team performance, including metrics such as volume, resolution time, Customer Satisfaction rating




- Conduct regular performance evaluation and provide feedback to team members

Measures of Success

- Customer satisfaction scores
- TAT of Customer/Agent query resolution as per defined SLA
- Employee satisfaction
- Quality/Accuracy of resolution

Knowledge and skills required:

- At least 2-5 years of experience in a customer service leadership role
- Excellent communication, interpersonal and problem solving skills
- Strong leadership, coaching and motivational skills
- Ability to analyze data and make data-driven decisions
- Knowledge of customer service software, such as CRM and ticketing system
- Experience with managing remote teams
- Ability to work in a fast-paced setting and manage multiple priorities
- Strong organizational and time management skills
- Ability to adapt to changing circumstances and be flexible

Desired qualifications and experience:

- Should be a graduate, preferably MBA and knowledge of Life Insurance sector will be an add-on

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Assistant Manager - Customer Service (Haryana)
🏢 Axis Max Life Insurance
📍 Haryana