Senior Customer Service Manager (Eyecare)

Company Description

Workassist is an online recruitment and employment solution provider based in India. The company provides a platform to connect employers with job seekers across different industries and experience levels through e-recruitment. Workassist works with more than 10,000+ recruiters from sectors such as Banking & Finance, Consulting, Sales & Marketing, HR, IT, Operations, and Legal.

Role Description

This is a full-time on-site Senior Customer Service Manager role located in Greater Bengaluru Area. The Senior Customer Service Manager will be responsible for managing customer satisfaction, customer service, and customer support activities on a daily basis.
 Create systems and processes to ensure compliance of capturing the usage experience, granularity and ownership by the sales team & bringing collective ownership of customers across functions.
 Digitize customer journey with salesforce across various touchpoints. Curate customer journey with segmentation from ZMOT. to post-purchase.
 Create business impact with CX resulting in positive WOM & family repeat
 Design and develop the employee recognition program for bringing CX alive in the regions.
 Create complaints as a source of strategy- Track, review and manage customer complaint escalated through various listening
 Deep dive & creation of systems & process to eradicate the concern.
 Conduct periodic review of complaint resolution process in terms of turn-around-time, customer satisfaction, identify training and coaching requirements and conduct root cause analysis on repeated problems.

Qualifications
 Customer Satisfaction, Customer Service Management, and Customer Support skills
 Analytical and Communication skills
 Excellent problem-solving and decision-making skills
 Ability to manage and supervise a team
 Experience in a customer service or support role
 Bachelor's or Master's degree in Business Administration or related field,