Smart Merchant Services Ltd

Ahmedabad, Gujarat

Oversees one or more teams of customer service associates who handle customer service inquiries and problems via phone and/or email.Monitors operations to ensure adherence to service level standards and company/department policies and procedures.Ensures professional and courteous customer support services are delivered to remote a productive and positive relationship with customers.Acts as an escalation point for resolving the most difficult customer issues.Evaluates the quality of customer service associates calls from customers; provides feedback to reps on strengths and areas for improvement.Communicates with clients, vendors and other departments to ensure quality service delivery and customer satisfaction.Coordinates customer service activities with other internal functions.Tracks and reports contact center performance against objectives and goals, i.e., quality, call volume, customer satisfaction, etc.May serve as a backup to more senior customer service management in their absence.Other related duties assigned as needed.