Assistant Customer Care Manager
Consumer & Customer Care
To lead, develop and coach the Customer Care team in providing remarkable consumer experience to our customers.
Key Operational Responsibilities:
• Responsible for consumer care management, call answering rate, process improvement and team productivity.
• Responsible for management of difficult customer feedback/ complaint and resolution.
• Accountable for service jobs assignment and ensure seamless operational process and support from service team/ ASC.
• Manages and oversees staff training; ensures that all staff of cross-trained and fully functional in their job responsibilities.
DESIRED SKILLS AND COMPENTENCIES:
Required Profile (Experience on the job, Career experiences, Overall experiences):
• 8-10 years’ experience in CS management.
• Proficient in Microsoft office (MS Word, Excel, PowerPoint)
• Ability to multi- task in a fast paced environment
• Great communication skills
• Possess team spirit and driven attitude
• Strong analytical and systematic thinking skills.