Assistant Manager - Customer Service
- Genpact India
- 2 to 3 Yrs
- Noida, Gurugram
- 5 years ago
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Job Description
*With a start-up spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world s biggest brands and we have fun doing it. Now, we re calling all you rule-breakers and risk-takers who see the world differently and are bold enough to reinvent it. Come, transform with us.
We are inviting applications for the role of Assistant Manager, Customer Service
We re looking for someone with strong work ethic, and the ability to work well both independently and within the context of a larger collaborative environment.
Self-starting, intellectually curious and creative individual comfortable operating in a fast-paced, multifaceted environment
Responsibilities
- Uplift revenue by providing consultative advice to small and medium-sized businesses (SMBs) to help them grow their businesses across multiple channels -chat, email and phone
- Monitor team members and able to provide guidance whenever needed
- Manage the flow of day-to-day operations
- Build reports to update the company on the teams progress
- Rapport building with the internal & external stakeholder
- Deal with any issues that arise during shift promptly and professionally, seeking advice from the duty manager where necessary
- Ensure that the highest possible levels of customer service are always delivered
- Assist the Manager as and when necessary to make the business run effectively and efficiently
- Communicate clear instructions to team members
- Manage a portfolio of SMB clients with responsibility for adopting optimal product solutions and growing revenue
- Hit quarterly KPI targets KPIs will vary by program and may include revenue, pitch rate, adoption rate, number of successful calls per day, talk time per day, etc.
- Provide pre- and post-sales support for all self-service products
- Responsible for helping SMB clients drive results via their marketing campaigns through consultation, education and support
- Provide product and tool support to improve clients experience and drive higher product adoption and spend
- Ability to identify trends and solve problems facing multiple SMB clients
- Manage the flow of day-to-day operations
- Build reports to update the company on the teams progress
- Rapport building with the internal & external stakeholder
- Deal with any issues that arise during shift promptly and professionally, seeking advice from the duty manager where necessary
- Assist the Manager as and when necessary to make the business run effectively and efficiently
Minimum qualifications
- Any Graduate (PG an added advantage)
- Proficient in English & Hindi Read/Write/Speak
- Previous working exp in a Digital marketing/Search Engine Marketing Preferable or experience in an outbound customer care (sales) or tech. support process
- Relevant experience in Team Handling/ people facing role. Proven track record for managing 15 to 20 resources and keeping an engaged workforce
Preferred qualifications
- Effective probing skills and analyzing / understanding skills
- Problem solving skills with customer centric approach
- Able to work on a flexible schedule (including weekend shift work)
- Knowledge of MS Office and use of voicemail and electronic mail systems
- Flexible and quick learner, able to adapt to continuously evolving SMB needs
- to help clients grow their business on the advertising platform
- Ability to do root-cause analysis for process gaps highlighted
- Ability to crunch data, possesses data driven & fact based approach
- Proven ability to build effective working relationships with clients & internal stakeholders
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, colour, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.
,Employement Category:
Employement Type: Full timeIndustry: IT - SoftwareRole Category: Customer Service (International)Functional Area: Not ApplicableRole/Responsibilies: Assistant Manager - Customer ServiceContact Details:
Company: Genpact IndiaLocation(s): Noida, Gurugram
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Genpact (NYSE: G) is a global professional services firm focused on delivering digital transformation for our clients, putting digital and data to work to create competitive advantage. We do this by integrating lean principles, design thinking, analytics and digital technologies with our domain and ...
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