Deputy Manager

As the Deputy Manager, you will play a vital role in overseeing the daily operations of the department, ensuring smooth processes, and maintaining high customer satisfaction. You will work closely with the Manager to develop strategies, implement best practices, and drive the team's performance. Your leadership and management skills will be crucial in motivating and guiding the team to achieve their goals.

• A bachelor's degree in Business Administration, Management, or a related field is preferred.
• Minimum 5 years of experience in a customer-facing role, with at least 2 years in a leadership position.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Strong problem-solving and analytical abilities, with a focus on process improvement.
• Proven track record of successful team management and leadership.
• Ability to work independently and make informed decisions.
• Proficiency in using customer relationship management (CRM) systems and other relevant software.
• Excellent organizational and time management skills.
• Willingness to adapt to changing business needs and strategies.
• A proactive and results-driven mindset, with a passion for customer satisfaction.
• Lead and manage a team of Customer Care Executives (CCEs) to ensure efficient and effective customer support.
• Oversee the handling of customer inquiries, resolving issues, and providing accurate product/service information.
• Implement and maintain quality control measures to ensure consistent and high-quality customer experiences.
• Develop and execute strategies to improve customer satisfaction and retention rates.
• Collaborate with other departments to ensure seamless customer journeys and cross-functional alignment.
• Conduct regular performance evaluations and provide constructive feedback to the team.
• Identify areas for process improvement and implement innovative solutions.
• Stay updated with industry trends and competitor strategies to maintain a competitive edge.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Foster a positive and collaborative work environment, promoting a customer-centric culture.