About hoichoi :

We are an on-demand video streaming entertainment platform for Bengalis worldwide. With an array of exciting content choices including Bengali Classics, Blockbusters, Documentaries, Short Films, and Exclusive original web series we aim to be home to the best in Bengali entertainment.

hoichoi is the digital vertical of SVF Entertainment - a leading Media and Entertainment company in East India, with 8 National Awards to its credit and capabilities in Film and TV Production, Cinemas, Distribution, Digital Cinema, Music, and New Media.

As we take on the next level of growth, we are on the lookout for passionate and talented people to join our team, committed to redefining online entertainment for Bengalis globally.

The Role :

- Being a customer-first company, the Customer Support division is critical to us. This team comprises enthusiastic, passionate, and highly communicative individuals who continuously work towards ensuring a great experience for our users at all times.

- We are in search of an experienced, diligent, and customer-focused manager who would be responsible for leading hoichoi's Customer Support team. The Customer Support Manager will ensure superior customer experience, create engaged customers and facilitate organic growth.

- This is a high commitment role and you will fit right in if you believe in delivering the best of service experience and are passionate about entertainment.

Responsibilities :

1. Develop a clear mission and deploy strategies focused on the mission to increase customer satisfaction, loyalty, and retention.

2. Oversee Customer support experience across online & offline channels to facilitate customer engagement and organic growth.

3. Effectively lead the customer support team and deploy strategies to maintain the performance of the team on operational metrics.

4. Recruit, mentor, and develop customer service agents and nurture an environment where they can excel. This will include efficient resource management in multiple locations and mentoring the team on day to day basis.

5. Perform call audits and weekly performance reviews for team members to ensure a minimum dip in overall team productivity.

6. Perform Root Cause Analysis (RCA) and project the necessary Corrective And Preventive Actions (CAPA) to ensure increased customer satisfaction.

7. Take ownership of customer issues and follow problems through to resolution ensuring a great customer experience.

8. Analyze customer feedback and escalate issues to respective teams to resolve issues in the possible time frame.

9. Strategize service procedures, policies, and standards adhering to the - customer first- principle and compile accurate reports post-analysis for further development.

10. Effectively collaborate across various departments including providing insights and enhancing customer support and fostering brand awareness.

Requirements :

1. 3-7 years of proven experience in customer service domain specializing in Inbound/Outbound support, ideally from an internet start-up/e-commerce background.

2. Demonstrated leadership quality with expertise in team management.

3. Critical thinking and problem-solving skills.

4. Excellent proficiency in Bengali, English & Hindi.

5. Proven technical competence with an ability to continuously evolve in a fast-paced environment

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