Senior Executive / Assistant Manager - Tele Servicing Job Description Template
As a Senior Executive/Assistant Manager of Tele Servicing, you will oversee daily operations, manage a team of tele-servicing agents, handle customer escalations, and ensure service quality standards are met. You will also work on process improvements, report generation, and training new team members to deliver exceptional customer service.
Responsibilities
- Supervise and manage daily tele-servicing operations.
- Monitor and evaluate tele-servicing calls to ensure quality standards are met.
- Handle escalated customer inquiries and resolve issues promptly.
- Prepare and analyze performance reports and suggest improvements.
- Train and mentor new and existing tele-servicing agents.
- Develop strategies to enhance customer satisfaction and efficiency.
- Coordinate with other departments to streamline customer service processes.
- Ensure compliance with company policies and industry regulations.
Qualifications
- Bachelor's degree in Business Administration, Communication, or related field.
- Minimum of 5 years of experience in customer service, preferably in tele-servicing.
- Proven experience in a supervisory or managerial role.
- Strong understanding of tele-servicing processes and customer service metrics.
- Excellent communication and interpersonal skills.
- Ability to handle stressful situations and resolve conflicts effectively.
- Proficiency in CRM software and MS Office applications.
- Strong analytical and problem-solving skills.
Skills
- Customer Relationship Management (CRM)
- Team Management
- Quality Assurance
- Escalation Handling
- Report Generation
- Training and Development
- Process Improvement
- MS Office
Frequently Asked Questions
A Senior Executive or Assistant Manager in Tele Servicing oversees the telesales and customer service team, ensuring efficient operation and meeting targets. Responsibilities include managing team performance, training staff, implementing service strategies, and fostering customer satisfaction. The role requires excellent communication and leadership skills to maintain high service standards and achieve sales objectives.
To become a Senior Executive or Assistant Manager in Tele Servicing, candidates typically need a bachelor's degree in business management, marketing, or a related field. Prior experience in telesales or telemarketing is crucial, along with proven leadership skills. Understanding customer service and sales strategies, proficiency with CRM software, and strong analytical skills are also highly valued in this position.
The average salary for a Senior Executive or Assistant Manager in Tele Servicing varies depending on the company, location, and individual qualifications. Generally, these roles offer competitive pay that reflects experience, skills, and the complexity of the responsibilities. Performance bonuses and commission-based incentives may also form part of the compensation package, rewarding successful sales outcomes.
Qualifications for a Senior Executive or Assistant Manager in Tele Servicing typically include a bachelor's degree in business administration, marketing, or a similar discipline. Experience in telemarketing or telesales, leadership capabilities, and proficiency in CRM tools are crucial. Strong organizational skills, strategic thinking, and the ability to motivate and manage a team are also important for this role.
A Senior Executive or Assistant Manager in Tele Servicing needs excellent communication, problem-solving, and leadership abilities. Responsibilities include overseeing telesales activities, ensuring customer satisfaction, training staff, and implementing strategic initiatives to boost sales performance. Attention to detail, the ability to analyze metrics, and familiarity with CRM systems are also essential for success in this position.