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 setting.

- 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.

📌 Assistant Manager - International Operations (Mumbai)
🏢 Gk And Sons
📍 Mumbai