Assistant Manager EXL/AM/**

Job DescriptionCUSTOMER SERVICE TEAM LEADER JOB DESCRIPTION JOB ROLE AND SUMMARY Functions as a group leader for a customer service team responding to client demands for telephone or e-mail, micro-technical service. Answers and settles instigated problems or customer demands that are peculiar or complicated. Monitors week as well-to-day workflow and guarantees appropriate processes are followed. Classifies improvements to the scheme and workflow to improve the effectiveness of the team. Trains and guides less skilled team members. Can help the manager with the timetable. They can also permit special modifications or exceptions for a client. Usually reports to the unit/department head. They lead some relatively complicated elements of a project. Work is generally autonomous and cooperative. A. Duties and Responsibilities Assist in recognizing and fixing problems as a resource or Subject Matter Expert (SME) for other members of the team or individual customers. Offers customers with a registered agent. Accountable for obtaining and entering the Inquiry Database phone calls and email clients or private interested parties. Customer problems and precedents need to be transcribed appropriately and documented. Provides constant extensive training to customer service employees to guarantee that the company policy and processes are followed. Supervise organization statistics and recognize fields of need and guide team members to alternatives for organizational improvement. Performs customer details on present status, credit requirements, discussion logs, and other appropriate data on respective information systems. Approaches regularly with the Customer Service Manager to discuss and address customer service problems efficiently, create and optimize objectives, enhance procedures, and evaluate productivity. Decides on small changes in the schedule to ensure that a standard rate of personnel is prepared to meet CS goals. B. Skills Excellent business phone calls knowledge and skills, inside sales, fundamental contract management skills, and organizational skills. Strong communication skills both written and verbal. Humble attitude to great communication abilities aimed at providing exceptional customer service along with interacting with other organization members. Results minded with the capacity to handle multiple tasks at the same time. Highly-developed skills in planning, prioritization, and organization; the willingness to operate individually or with no monitoring. In-depth computer skills, able to perform work using multi-screen with several tasks in the company environment. Ability to stay calm and sensible in cases of pressure or conflict. Capacity to work in a team-oriented office setting which is rapidly moving. C. Qualifications At least 5+ experience with Customer Service and has an experience as a Team Leader with an excellent relationship with its members. A degree in Management or training a group of teams is an advantage. Advanced computer and Windows PC software knowledge, capable of learning the latest and complicated computer system functions, such as Microsoft Office-Excel, Word, Outlook, and PowerPoint systems. Willingness to work daily scheduled periods within hours of operation, along with the training period, flexibility to adjust the regular timetable and weekends as required