• ZestMoney - Associate Manager - Merchant/Customer Support Jobs in Bangalore,India - 23776516

  • ZestMoney
  • Save Job
  • 3 - 5 Years
  • Posted : above 1 month

Job Description:

- ZestMoney is looking for an amazing Associate Manager to head our Tier 1 Merchant/Customer Support team Our goal is not only to provide great service to our merchants/customers, but also to help the company learn and improve based on insights the support team gains from the merchants/customers

- Systematically improve all performance metrics of our operation, including those related to productivity, efficiency, resolution times and customer satisfaction

- Develop the technical and soft skills of the team, focusing on product knowledge, customer service and overall understanding of our solutions

- Take part of the prioritization of technical issues/bugs and suggestions intended to address the most critical issues affecting our customer experience

- Develop, maintain and optimize an Internal and external Knowledge Base that serves as a repository for all the content, guides, tools and best practices needed to provide prompt, effective and consistent support

- Assist in the design of the various Support touchpoints, performance indicators and mechanisms to respond and follow-up on generated insights

- Interact with other Support leaders in identifying key elements of customer education and self-service mechanisms based on feedback from our touchpoints

Requirements

- 3+ years of proven leadership in a support function

- Proficient in MS Excel

- Has good data crunching abilities

- Can manage operations

- Should be proficient with daily operational metrics

- Can manage stakeholders at different levels

- A leader who thinks like a mentor, willing to teach others and committed to reflect this approach in the responses, information and overall support we provide to our customers/merchants

- Excellent English proficiency written/spoken

Profile Summary:

Employment Type : Full Time
Functional Area : ITES / BPO / KPO / Customer Service / Operations
Salary : Not Mentioned
Deadline : 08th Apr 2020

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