Associate Manager - Non-Voice Email

Purpose
• Responsible for overseeing the email support operations, ensuring timely and
accurate responses to customer inquiries, and maintaining high-quality customer
service
• Work closely with the Team Lead - Contact Center and collaborate with cross-
functional teams to achieve excellent customer satisfaction and uphold the
company's reputation
B. Key Accountabilities
Functional Activities
• Lead and supervise a team of Email Support Representatives, providing guidance,
support, and coaching to ensure excellent performance and adherence to set goals
• Oversee the handling of customer inquiries and issues via email, ensuring prompt
and accurate responses while maintaining professional communication
• Monitor and evaluate email interactions to ensure compliance with quality
standards, response time targets, and adherence to company policies
• Focus on delivering high levels of customer satisfaction by addressing customer
needs effectively and resolving issues to their satisfaction
• Track and analyze email-related KPIs, such as response time, first-contact
resolution rate, email volume, and customer feedback
• Manage escalated email cases, ensuring appropriate resolution and communication
with customers to address their concerns
• Identify training needs within the team and work with the Training Department to
provide ongoing skill development sessions
• Continuously review and refine email support processes to optimize efficiency and
enhance customer experience
• Collaborate with other departments, such as Customer Experience, Sales, and
Operations, to ensure seamless customer service and issue resolution
• Provide regular reports and insights on email support performance to the Team Lead
- Contact Center and higher management
• Review and update email response templates to ensure consistency and accuracy in
customer interactions
• Contribute to the development and maintenance of the email support knowledge
base to empower representatives with accurate information
• Analyze customer feedback from email interactions to identify trends and areas for
improvement
• Ensure that email communications comply with data protection regulations and
company policies
• Stay updated on industry best practices for email support and implement process
improvements accordingly
Team Building Activities
• Lead and motivate the support team, fostering a positive work environment, setting
performance goals, and conducting performance evaluations
Any other additional responsibility could be assigned to the role holder from time to time as
a standalone project or regular work. The same would be suitably represented in the
Primary responsibilities and agreed between the incumbent, reporting officer and HR