Customer Service Assistant Manager

5-7 Years

Save

Early Applicant

Job Description

Responsibilities

Drive end to end customer experience across customer service and service ambassador
Ensure all customer inquiries, complaints and requests are handled accurately and in a timely manner
Align service standards and customer handling across all customer facing roles
Monitor service quality, response time and adherence to SLA across teams
Identify recurring issues and customer pain points and propose improvements
Implement Corrective and Preventive Actions (CAPA) to improve service quantity and quality and reduce complaints
Analyze qualitative and quantitative data to identify recurring issues, customer pain points and operational bottlenecks.

Requirements

Min. Bachelor degree in any major
Min. 5 years experience in Customer Experience (CX), Customer Service, Quality management and data analysis is an advantage.
Experience in training and coaching customer facing teams (CS, sales, service ambassadors)
Familiar with Customer service systems (CRM, ticketing tools, reporting dashboards)
Ability to perform Corrective and Preventive Action (CAPA) analysis