Assistant Manager - Customer Support @ Searchlight Hr

Job Description

Position Overview: As the Customer Chat and Email Support Manager, you will be responsible for leading our team of chat and email support representatives to deliver world-class customer service experiences. You will oversee all aspects of chat and email support operations, including team management, performance optimization, and process improvement initiatives. Responsibilities: Manage inbound calls/emails Develop and implement chat and email support strategies, policies, and procedures to ensure consistent service delivery and adherence to quality standards. Monitor chat and email queues to ensure timely response and resolution of customer inquiries and issues. Optimize support processes and workflows to enhance efficiency and effectiveness. Set clear performance goals and metrics for the support team and track progress towards achieving them. Conduct regular performance evaluations and provide constructive feedback to team members. Identify training and. development opportunities to enhance the skills and capabilities of support team members. Analyse customer feedback and support metrics to identify trends, pain points, and opportunities for improvement. Collaborate with cross-functional teams to implement initiatives aimed at enhancing the overall customer experience. Proactively identify and address potential issues or challenges that may impact customer satisfaction. Qualifications: Bachelor's degree in business administration, communications, or a related field (preferred). Proven experience in a leadership or management role within a customer support environment. Strong communication and interpersonal skills, with the ability to effectively interact with customers and team members. Telephone etiquettes & Email etiquette Multi-tasking-To be able to work in a blended process. Job Type: Full-time Salary: 20,000.00 - 30,000.00 per month Schedule: Day shift Experience: total work: 1 year (Required) Work Location: In person

Employement Category:

Employement Type: Full time
Industry: Internet / E-Commerce
Role Category: Finance / Accounts / Tax
Functional Area: Not Applicable
Role/Responsibilies: Assistant Manager - Customer Support

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Keyskills:   Team Management Performance Optimization Process Improvement Customer Service Performance Evaluation Training Development Data Analysis Issue Resolution Communication Skills Interpersonal Skills Email Etiquette Inbound CallsEmails Management Strategic Development Crossfunctional Collaboration Telephone Etiquette Multitasking