Assistant Customer Service Manager
Job Description
The Associate Manager is responsible for providing effective capacity management and operational support to Customer Care Representatives, ensuring consistent achievement of service levels in a cost-efficient manner. Acting as the face and voice of the Carrefour brand, the role oversees all customer interactions, manages inquiries and preferences, builds strong relationships, and drives service innovation to maintain high customer experience standards across a 12-hour, multi-language, seven-day operation.
Key Responsibilities
- Manage daily capacity and operations of Customer Care Representatives to ensure service levels are met efficiently.
- Monitor and moderate both online and offline interactions with internal and external customers.
- Oversee all customer interactions, handling inquiries, waiting lists, and customer preferences.
- Drive initiatives to improve customer service quality, efficiency, and cost per contact.
- Support a customer care operation running 12 hours a day, 7 days a week, across multiple languages.
- Analyze performance metrics and provide insights to optimize staffing, workflows, and operational processes.
- Coach and develop team members to maintain high standards of customer service and engagement.
- Identify opportunities for service innovation and implement improvements to enhance the overall customer experience.
- Collaborate with cross-functional teams to address customer issues and ensure timely resolution.
Skill & Experience
- Strong people management and team leadership abilities
- Excellent customer service and communication skills
- Ability to manage multi-channel customer interactions (online and offline)
- Strong analytical and problem-solving skills
- Proficiency in CRM systems, call center software, and Microsoft Office
- Ability to work in a fast-paced, multi-language, 12-hour operation
- Bachelor’s degree in Business, Management, or a related field
- 3–5 years of experience in customer care, contact center, or operations management
- Experience in capacity planning, team supervision, and service-level management
- Prior experience handling multi-language customer operations is an advantage
