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Assistant Manager, Customer Experience

Date:  Jan 20, 2023
Location: 

Mumbai, MH, IN, 400093

SYX Services Pvt ltd

SYX Services Private Limited is a subsidiary of a US based company called Global Industrial Company (NYSE: GIC).   We are registered under the Companies Act, 1956, and provide information technology services solely to Global Industrial Company and its subsidiaries located in the United States and Canada.   Our operations started in July, 2011 and we are now a 170-member team comprised of Java developers, SAP professionals, .net developers, Oracle developers, a creative team and a Web Chat team.    For over 70 years Global Industrial Company through its operating subsidiaries has been an industry leader providing private label and brand name industrial equipment and supplies to businesses throughout North America

Key Responsibilities

Responsibilities:

•    Lead a team of 20 to 25 associates, in an office environment, through coaching, engaging, and communicating in a way that drives results, manages performance, and develops talent.
•    Evaluate and assess the work flow and volume in order to appropriately assign tasks and goals; Coordinate activities that achieves expected volume and operational requirements.
•    Review key business metrics throughout the day, identify root cause barriers and proactively escalate systemic issues and/or implement corrective action plans when required.
•    Supervise representatives answering chats and emails from customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status, back order inquiries and any other issues that may arise in the order fulfillment process.
•    Collaborate with leadership to establish meaningful goals and objectives for the CEX team and develop plans, policies and programs needed to attain those goals and objectives.
•    Leverage your people leader experience to guide the team through excellent communication, decision making, coaching and personal development planning.
•    Demonstrate excellent people management skills to be able to build solid rapport with a large, varied group of people and be able to lead them to achieve set objectives with distinction.
•    Confidently manage customers and customer escalations in a professional manner through empathy, active listening and decisive problem solving that supports exceptional service. 
•    Effectively participate in the hiring process to access talent for a high-performing team.
 

Competencies and skills

•    2+ years, of Contact Center supervisory experience; Skilled in customer facing roles across operations / supply chain / logistics / e-commerce or similar.
•    Excel at communication, active listening & feedback, foster teamwork in a fast-paced and complex environment; ability to exercise tact and diplomacy.
•    Experience in MS Excel (VLOOKUPs and pivot tables), MS Word, MS Outlook
•    Experience using CRM software including reporting and data analysis

Qualifications

Important Facts


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