Assistant Manager - Customer Support

Company Description

Launched in 2007 by Aloke Bajpai & Rajnish Kumar, ixigo is a technology company focused on empowering Indian travelers to plan, book and manage their trips across rail, air, buses and hotels. ixigo assists travelers in making smarter travel decisions by leveraging artificial intelligence, machine learning and data science-led innovations on ixigo’s OTA platforms, including websites and mobile applications.

ConfirmTkt and AbhiBus became a part of ixigo in 2021. ixigo is headquartered in Gurugram with offices in Bangalore (ConfirmTkt) and Hyderabad (AbhiBus). Abhibus Services (India) Private Limited is a pioneer in providing end-to-end software and other value added solutions for bus transport Industry by leveraging the latest Technology of today.It aims to be the most preferred Information Technology partner for the State Transport Corporations and private Bus Fleet Operators . It is the only company in India that specializes in providing Online Reservation System Solutions for the Indian Bus Transport Industry. It has been in the fore-front of providing end-to-end software solutions and services to the bus industry in our country.

Job Description

Responsibilities:

·Handle and resolve escalated customer queries through emails and chats concerning bus bookings, ensuring timely and effective resolution.

·Provide accurate and timely support to customer inquiries while delivering exceptional service.

·Prepare and present reports to management, highlighting key insights and improvements.

·Proactively analyze reports to identify trends, areas of improvement, and best practices.

·Conduct audits and deliver constructive feedback to improve overall performance and quality.

·Ensure adherence to and achievement of performance metrics, including NPS (Net Promoter Score), Service Level (SL), Abandonment Rate (AL), First Contact Resolution (FCR), and Repeat Contact targets.

·Participate in recruitment processes and lead internal meetings to ensure operational efficiency.

·Assign tasks to team members, monitor progress, and ensure timely completion.

·Compile and analyze reports to support data-driven decision-making.

·Monitor communication channels for security, quality assurance, and training purposes.

·Ensure adherence to company policies, procedures, and code of conduct.

·Facilitate knowledge transfer and training to alternate resources as required.

Criteria:

·Qualification: Any Graduate with strong communication skills.

·Language Proficiency: Excellent fluency in English, Telugu, and Hindi(Additional language is an added advantage)

·Experience: Prior experience in BPO (inbound/outbound Voice/Non-Voice/Back office processes) is preferred. Candidates must have 1–2 years of documented experience in an Assistant Manager role.