Olacabs - Assistant Manager - Customer Support

Assistant Manager - Customer Support

Roles & Responsibilities:

- Provide high level of customer service by understanding & resolving customer’s complaints and coordinate with various stakeholders resulting in improved policies and processes for the organization.

- Conduct in-depth investigation and analysis on escalated cases

- Provide effective service recovery in addressing customer’s grievances by ensuring compliance

- Identify and highlight issues that impact policies, processes and procedures for the necessary changes/improvements.

- Maintain accurate and timely records of correspondence or discussions with the customers in various systems.

- Be the voice of the customers. Suggest improvements and seek opportunities for innovation in customer service standards, policies and procedures for the company.

- Manage a team that works on OB and IB customer issues

Requirements:

- 2 years + experience in handling customer escalations in service industry with Quality (Process) background

- Ability to multi-task and voice what is right for the customer

- Should be able to derive insights on team performance and customer requirements through the escalations received from customer

Note : Strict no to candidates with call center Supervisor/TL experience.