Assistant Manager Customer Service

Eurofins is seeking a dedicated and empathetic Assistant Manager Customer Service to join our team in Navi Mumbai, India. In this role, you will be responsible for ensuring exceptional customer experiences by developing and implementing strategies to improve customer satisfaction and loyalty. You will handle escalated customer issues and complaints with professionalism and collaborate with other departments to resolve complex customer inquiries.

Key responsibilities include analyzing customer service data and preparing reports for upper management, contributing to the development and implementation of customer service policies and procedures, and ensuring adherence to quality assurance standards and company guidelines. Additionally, you will identify and recommend process improvements to enhance efficiency and customer experience, and participate in hiring, training, and onboarding of new customer service team members.

The ideal candidate will have 5-8 years of customer service experience, with 1-2 years in a supervisory role, and a bachelor's degree. Exceptional communication skills, both verbal and written, strong leadership abilities with a supportive and decisive approach, and excellent problem-solving and conflict resolution skills are essential. The ability to analyze data and generate actionable insights, strong time management and organizational skills, and a customer-focused mindset with a commitment to delivering high-quality service are also required. Adaptability to changing priorities and the ability to work in a fast-paced environment, along with fluency in English and Hindi, are important for success in this role.