Operation Manager

Manager- Service Operations (Escalations) TAMIL LANGUAGE

Job Summary :  Handling end-to-end escalation/ queries pertaining to products and process of the company

 Identifying, analyzing, and initiating the escalation resolution

 Coordinating with the respective team for resolution

 Reviewing the root cause of escalation for improving the escalation procedures

 Coordinate with customer/ sales team / client on calls and mails. List the Duties and Responsibilities

 Operations – Escalations

 Escalation handling and management

 Daily follow up with respective teams for resolution Experience Required

 1-5 years in Customer Service

 BPO background will be preferable Academia

 Graduate Skills, Abilities and Competencies

 Actioning complaints/ queries

 Use CRM system to compile and track performance at team and individual level

 Must be able to utilize computer terminal and navigate through multiple systems to input and retrieve information

 Fluency – TAMIL

 Identify training need Behavioral Attributes

 Ability to work independently and with a team

 Co-ordinate with internal/ external teams

 Demonstrate ability to interact with higher management