Xiaomi - Assistant Manager - Customer Service

Primary Functions:

- Analyze and review SLAs/Stack Rankings/Productivity and take corrective action to improve metrics.

- Adhere to Mi India defined quality norms

- Monitor NPS, QA and CSAT of the assigned team

- Provide regular & systematic coaching and feedback to the team on performance indicators

- Adhere to guidelines for code of conduct for self and team

- Communicate program update to the team

- Responsible for keeping the retention rates at 94% and above

- Responsible for keeping the team's ESAT above 90%

- Responsible for handling and following up on customer complaints (Follow up on the complaints with L2/L3 teams in coordination with other internal departments).

- Ensure compliance as per Xiaomi standards

- Continuous monitoring of team on product/process knowledge and keep training involved to fill any identified gaps.

- Protect Xiaomi provided assets as test or lab devices,

- Make the direct reporting Manager aware of the compliance/security breach

- Complete all tasks given by higher level management within timelines and with expected standards.

Minimum skills & knowledge:

- Fluent in both Spoken and Written English, Hindi and 1 regional Language

- Presentation skills

- People management skills

- Transaction monitoring & Coaching

- Performance management

- Planning and organizing

- Customer service skills

- Usage of Avaya phone systems

- CRM understanding

- Knowledge of Smart devices and related latest technologies

- Disaster management & escalation procedures

- Customer Retention & Customer Experience skills

- Plan, outline and implement an effective and efficient workload distribution encompassing all units in the team

- Serves as an escalation point for complex queries and production and technical issues.

- Proficiency in MS Office applications - especially MS Excel & PowerPoint

Desired skills & knowledge:

- Procedures to prepare & analyze internal specified reports

- Analytical bent of mind with exposure to Process improvement tools

- Good organizational and interpersonal skills

- Knowledge about technologies related to smart devices