SUMMARY

The Customer Services Support Manager will be running the Customer Services Support and Tech Support teams in our Chennai office. This role will provide an excellent opportunity for a high caliber individual to own and improve the customer service support and tech support function. The role will be responsible for day to day running of the two teams, overall customer service support strategy and be the key link between Chennai and the customer services director in our London headquarters.

The role of Customer Services Support Manager will require a high degree of professional excellence and key responsibilities will be:

Team Management :

- Day to day management of the customer service support and tech support team, including personal development plans

- Ensure necessary resources and tools are available for the team to be efficient

- Oversee achievement of agreed customer service key performance indicators

Processes :

- Identify training needs and implement training processes

- Quality monitoring of all requests, including calls, emails, and tickets

- Complaint and escalation handling

- Ensure compliance and security procedures are followed

Strategy & Tools :

- Work closely with senior management to deliver the customer service strategy

- Improve customer journey and internal processes

- Monitor and report on customer service key performance indicators

- Continuously review team members and improve performance and quality

- Work closely with the customer service director and customer services team to resolve any customer issues

Skill and Experience Requirements :

- 10+ years- experience in a similar role with customer facing company

- Outstanding educational background with a bachelor or master degree.

- Proven experience of managing individual, team and organizational change.

- Ability to identify opportunities to continuously improve customer experience

- Excellent problem-solving abilities and upbeat nature

- Outstanding communication and managerial experience

- Complaint handling experience

- Full professional proficiency in English

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