Open Account

Customer Support Manager

  • Bangalore
  • Full-Time
1

No. of Openings

5 Years

Job Experience

Bachelor's degree in [any field] / equivalent work experience

Job Qualification

CET

Department

English, Hindi, & any other Regional language are highly preferred

Languages Required

Apply Now!
Current Salary: 1 LPA
Note: File size not to exceed more than 5mb
Team Leadership:
  • Lead and manage a team of customer support representatives ( team of 40 emplyees ) , fostering a positive and collaborative work environment.
  • Provide guidance, coaching, and mentorship to team members for professional development.
  • Performance Management:
  • Set performance goals and KPIs for the customer support team, ensuring alignment with overall business objectives.
  • Conduct regular performance reviews and provide constructive feedback to team members.
  • Customer Satisfaction:
  • Drive initiatives to enhance customer satisfaction brand value, keep up the brand promise and loyalty.
  • Analyze customer feedback and collaborate with cross-functional teams to implement improvements.
Operational Excellence:
  • Develop and implement efficient and effective customer support processes.
  • Monitor and optimize workflows to ensure timely and accurate issue resolution.
Training and Development:
  • Identify training needs and coordinate ongoing training programs for customer support representatives given by the professional trainer
  • Stay updated on industry trends and best practices to enhance the team’s skills and knowledge.
Resource Planning:
  • Oversee staffing levels and resource allocation to ensure optimal coverage.
  • Collaborate with HR to recruit, onboard, and retain top talent.
Escalation Management:
  • Handle escalated customer issues and provide timely resolution.
  • Work closely with other departments to address complex problems and ensure a seamless customer experience.
Technology Utilization:
  • Stay informed about the latest customer support technologies and tools.
  • Implement and optimize the use of CRM systems and other relevant technologies.
Reporting and Analytics:
  • Develop and maintain regular reports on key performance metrics.
  • Use data-driven insights to make informed decisions and identify areas for improvement.
Customer Advocacy:
  • Develop and nurture customer advocacy programs to showcase success stories and positive customer experiences.
  • Collaborate with marketing to leverage customer testimonials and references.
  • Bachelor’s degree in [any field] or equivalent work experience.
  • 5 years of experience in customer support, with at least 3years in a managerial role. conse
  • Proven ability to lead and motivate a customer support team to achieve performance targets.
  • Strong understanding of customer service principles and best practices.
  • Excellent communication and interpersonal skills.
  • Experience with CRM systems and customer support technologies.
  • Analytical mindset with the ability to use data for decision-making.
  • Certification in customer service or management is a plus.
 
Apply Now!
Current Salary: 1 LPA
Note: File size not to exceed more than 5mb
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