ABOUT YOUR ROLE
The Assistant Manager of Customer Service will play a crucial role in supervising the Customer Services team, acting as the intermediary between team members and the Head of Customer Service. This position is designed to ensure operational excellence and act as stand-in of the Head of Customer Service role in their absence.
YOUR RESPONSIBILITIES WILL INCLUDE:
Employee Development & Management
Supervise and support Customer Service staff, facilitating effective training and development opportunities.
Assist Head of CS in setting and communicating annual goals for team members.
Maintain the Global Performance Management System, providing regular feedback and coaching to enhance team performance.
Monitor and evaluate team members’ performance, recommending adjustments to training and development plans as needed.
Foster an environment that attracts, retains, and develops high-potential talent within the team.
Uphold and promote the organization’s Code of Business Ethics and Values.
Support managerial decisions regarding performance appraisals and promotions.
Act as a change agent, promoting teamwork and collaboration to meet both individual and organizational goals.
Collaborate with the Head of Customer Service in developing regional strategies and operational plans.
Excellence in Execution – drive results & performance
Communicate and implement customer service policies and procedures effectively within the team.
Assist in proposing and overseeing the implementation of new processes to enhance customer service efficiency.
Support the effective utilization of customer service equipment and resources.
Evaluate customer service operations in conjunction with other departmental functions.
Identify customer concerns, investigate issues, and assist in providing timely resolutions to inquiries.
Conduct assessments of customer needs within assigned business areas.
Champion customer needs and ensure proactive follow-up on inquiries.
Provide order management support, including order entry and shipment information.
Communicate proactively about supply chain issues and suggest alternatives to management.
Maintain high levels of communication within the customer service team and across departments.
Collaborate with Inside Sales to achieve sales targets and objectives.
Participate in training to enhance technical skills and improve service delivery.
Schedule and organize team personnel to meet anticipated workflow demands.
Recommend corrective actions to address customer complaints effectively.
Assist in managing projects to ensure they are completed on time and within budget constraints.
Support the development and management of budgets, schedules, and performance standards.
EDUCATION:
BBA/MBA Sales & Marketing from a reputed institute
05-07 years of experience in customer services, preferably in the Apparel industry.
MNC experienced will be preferred
Experience of working in a matrix reporting environment will be an added advantage
WHAT WE WILL BE LOOKING FOR IN YOU:
Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Excellent organizational skills and attention to detail.
Strong analytical and problem-solving skills.
Strong supervisory and leadership skills.
Proficient with Microsoft Office Suite or related software.
