Assistant Manager - Operation - Email & Escalation Management

KRA :

- Supervises the daily operations of the email support team and suitably resolves the high level escalations.

- Providing guidance and support to team members, ensuring timely and accurate responses to customer inquiries, and maintaining high customer satisfaction.

- Collaborate with the manager to develop support operations strategy, implement process improvements, and monitor performance metrics to achieve departmental goals.

- Assist the manager in managing the email support team and ensuring smooth operations.

- Responsible for delivering the key customer KPIs & high level of customer satisfaction.

- Responsible for personally managing the high level of escalations to the CEO, MD, legal, DGCA portals and other management leaders

- Provide training and guidance to team members on email handling, customer service skills, and product knowledge.

- Monitor and evaluate individual and team performance, providing feedback and coaching as necessary.

- Maintain a thorough understanding of products, services, and company policies to provide accurate and consistent responses to customer inquiries.

- Analyze email response data and performance metrics to identify areas for improvement and implement appropriate measures.