Customer Relationship Assistant Manager

Department: Operations

Role and Responsibilities: Assistant Manager - Customer Relationship.

Industry Type: Security / Facilities Management.

Employment Type: Full Time, Permanent.

Role Category: Customer Relationship Management

Desired Candidate Profile: 2 to 5 years of experience in Customer Relationship.

Work Location: Adchini, Delhi.

Job Types: Full-time, Permanent.

Role Overview:

An Assistant Customer Relationship Manager plays a crucial role in ensuring the smooth operation of the Operations department. This position involves supporting the Customer Relationship Manager in overseeing daily activities, managing team performance, and improving service processes. Responsibilities typically include handling customer inquiries, resolving escalated issues, and training customer service representatives. By focusing on both customer satisfaction and team efficiency, an Assistant Customer Relationship Manager helps to consistently deliver high-quality service, contributing to overall business growth and customer loyalty.

Key Responsibilities:

 Handle complex customer inquiries and resolve escalated issues promptly.

 Conduct coaching and training sessions to improve team performance.

 Review and analyze customer service metrics to identify areas for improvement.

 Coordinate with other departments to address and resolve customer concerns.

 Prepare and deliver regular performance reports to senior management..

 Implement and manage customer feedback mechanisms to improve service quality.

 Manage inventory and supplies to support customer service activities.

 Stay updated on industry trends and best practices in customer service

management.

 Develop and execute customer service improvement initiatives and projects.

 Address and resolve employee concerns and conflicts within the team.

 Represent the company in meetings with key clients or stakeholders when

necessary.

Key Skills & Competencies:

 Proven experience in a supervisory or managerial role within customer service.

 Strong understanding of customer service principles and practices.

 Exceptional communication and interpersonal skills.

 Proficiency in customer service software and CRM systems.

 Excellent problem-solving and conflict resolution abilities.

 Strong organizational and time-management skills.

 Ability to analyze customer service metrics and reports.

 Experience in coaching, training, and developing team members.

 Knowledge of industry regulations and compliance standards.

 Strong leadership and team management skills.

 Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

 Flexibility to work varying shifts including evenings, weekends, and holidays if

required.

 Ability to handle confidential and sensitive information with discretion.

 Commitment to maintaining high professional standards and ethics.

 Demonstrated ability to implement process improvements and manage change

effectively.

Educational Qualification:

 Bachelor’s degree in Business Administration, Management, or related field.

• It is a Full Time Customer Support / TeleCaller job for candidates with 2 - 5 years of experience.