Assistant General Manager - Customer Service Team - Call Centre

AGM -Call Centre

- To monitor & supervise the customer service team & ensure all complaints are resolved in Turnaround times defined

- Coordinating with Department Heads & ensure all complaints are resolved in Turnaround time defined

- Bringing Escalations to senior management timely

- Improve customer service at training centers by monitoring & also physically auditing the center.

- Proactively checking & monitoring customer satisfaction & ensuring timely resolutions

- Prepares customer care performance reports as defined from time to time .

- Deal with irate customers tactfully & in a polite manner

- Communicating with customers on e mail, phone & in person

- Exp. In handling customers.

- Exp. In handling audits (Transaction audits)

- SLAs

- TATs

- Customer Satisfaction