Job Location: Koramangala, Bangalore

Experience: 3 - 5yrs

Salary: As per industry standards

Day Shift / 6 days working (Mon - Sat)

Job Brief :

We are seeking a dedicated and experienced Customer Support Manager to lead our Customer Support team. As a Customer Support Manager, you will be responsible for ensuring exceptional customer service experiences and resolving customer issues promptly and efficiently. Your focus will be on maintaining high customer satisfaction levels and building strong relationships with our clients.

Responsibilities and Duties :

- Lead and manage the Customer Support team, providing guidance, training, and mentorship to ensure exceptional service delivery.

- Develop and implement customer support strategies and processes to enhance the overall customer experience.

- Handle escalated customer queries and complaints, ensuring timely and effective resolution.

- Monitor customer support metrics and KPIs, analyzing data to identify areas for improvement and implementing corrective measures.

- Collaborate with cross-functional teams to address customer concerns and improve service delivery.

- Establish and maintain strong relationships with key customers and stakeholders.

- Stay up-to-date with industry trends and best practices in customer support to enhance team performance.

- Conduct regular performance evaluations for team members, providing feedback and coaching for improvement.

- Create and maintain comprehensive documentation of customer support processes and procedures.

- Identify opportunities for process optimization and automation to improve efficiency and customer satisfaction.

- Strong leadership and people management skills, with the ability to motivate and develop a high-performing team.

- Excellent interpersonal and communication skills, both written and verbal.

- In-depth knowledge of customer service principles and practices.

- Proficient in using customer support software and CRM systems.

- Analytical mindset with the ability to interpret data and make data-driven decisions.

- Strong problem-solving and conflict resolution skills.

- Ability to work well under pressure and handle challenging situations with professionalism.

- Exceptional organizational and time management skills.

Equal Opportunity Statement :

We are an equal opportunity employer and value diversity and inclusion in our workforce. We encourage applications from all qualified individuals, regardless of race, ethnicity, gender, sexual orientation, religion, disability, or any other protected status. We are committed to creating a fair and inclusive hiring process.

Required Skills :

- Bachelor's Degree or Master's Degree program in a technical field such as Computer Science, Information Technology Engineering, or equivalent work experience

- Understanding of operating systems and software applications.

- Building of custom reports.

- Ability to deliver superior customer service.

- Sound analytical and organizational skills.

- Excellent oral/written communication skills.

- Able to communicate technical details in a clear and concise manner.

- Must know languages such as English, Hindi and any regional language.

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