Assistant Manager – Service Excellence

About the Role

We are seeking a driven and customer-focused Assistant Manager – Service Excellence to join our growing team in India. In this pivotal role, you will be responsible for elevating the quality of customer service delivery across all touchpoints, ensuring that every interaction reflects our commitment to excellence. You will work closely with frontline teams, operations leaders, and senior management to design, implement, and monitor service quality frameworks that consistently exceed customer expectations. This is an exciting opportunity for a passionate professional who thrives in a fast-paced environment and is dedicated to building a culture of continuous improvement and outstanding service.

Key Responsibilities

• Develop and implement service excellence strategies and standard operating procedures to ensure consistent, high-quality customer experiences across all channels.
• Monitor and evaluate customer service performance metrics, including CSAT, NPS, and first-contact resolution rates, and prepare detailed reports for senior leadership.
• Identify gaps in service delivery through regular audits, feedback analysis, and process reviews, and lead targeted improvement initiatives to address them.
• Conduct training and coaching sessions for customer-facing teams to build skills in communication, problem resolution, and service standards compliance.
• Collaborate cross-functionally with operations, sales, and product teams to align service delivery processes with broader business objectives and customer needs.
• Handle escalated customer complaints and complex service issues with professionalism, ensuring timely resolution and a positive outcome for all stakeholders.
• Drive a culture of accountability and continuous improvement by recognising high performers and implementing corrective action plans where necessary.
• Stay updated on industry best practices and emerging service trends to recommend innovative solutions that enhance the overall customer journey.

Requirements

• Bachelor's degree in Business Administration, Management, or a related field; a postgraduate qualification is an added advantage.
• Minimum 3–5 years of experience in customer service, service quality, or operations management, with at least 1–2 years in a supervisory or team lead capacity.
• Strong analytical skills with the ability to interpret data, identify trends, and translate insights into actionable service improvement plans.
• Excellent interpersonal and communication skills in English and Hindi, with the ability to engage effectively with diverse teams and senior stakeholders.
• Proven experience working with CRM platforms and service management tools such as Salesforce, Zendesk, or similar systems.
• Demonstrated ability to manage multiple priorities simultaneously in a dynamic, deadline-driven environment with a strong focus on results.
• A customer-first mindset with a genuine passion for delivering exceptional service and building long-term customer loyalty.

Benefits

• Competitive compensation package with performance-linked incentives and annual appraisal cycles aligned with industry benchmarks.
• Comprehensive health and wellness benefits, including medical insurance coverage for the employee and immediate family members.
• Access to structured learning and development programmes, including leadership training, certifications, and mentorship opportunities to accelerate your career growth.
• A collaborative and inclusive work culture that values diversity, innovation, and employee well-being, with regular engagement activities and recognition programmes.
• Flexible working arrangements and paid time off, including casual leave, earned leave, and public holidays as per company policy.