Customer Support Manager

Responsibilities:
Accountability

• Managing the customer support departments day-to-day functions
• Implementing customer support processes to enhance customer satisfaction
• Formulating and revising customer support policies and promote their implementation
• Informing the team of all new information related to products, procedures, and trends
• Lead a team of team leads & associates
• Maintain 100% accuracy on call resolution
• Need to monitor each interaction happening with customers & provide solutions to CRM tickets & data issues
• Proactive interactions with customers and work on feedback from them and give an update to the team
• Work on team appraisals and give inputs to the management team
• Assessing support statistics and preparing detailed reports on the findings
• Interviewing and hiring new employees
• Overseeing and evaluating the team's ongoing training efforts
• Delivering performance evaluations and following the disciplinary process according to company policy
• Managing the budget of the customer support department
• Exceptional with communication (Eng, Hindi & Telugu) verbal & written
• Proficient using all Microsoft Tools (Office - Excel, Word, PPT; Outlook, Teams etc
• Product Knowledge & Customer Management
• International Voice process experience

Scope

• Manage daily workflow within the customer service department
• Create and track customer service goals
• Supervise a team of customer service representatives
• Assist in developing an effective customer loyalty program
• Respond to customer inquiries on a regular basis
• Receive and implement customer feedback to improve the quality of service
• Manage daily progress in meeting important business metrics
• Generate detailed reports on customer interactions
• Provide additional upskilling or learning opportunities for team members
• Oversee the budget for the customer service department

Outcomes:

• Managing the department budget
• Completing performance evaluations
• Coordinating with other department managers
• Updating their team on new procedures
• Analyzing customer support data
• Maintaining detailed records of customer interactions

Job Type: Full-time
Work Location: In person

Exp.- 12 Years experience in Internal voice process preferably retail tech, fintech, or supply chain systems.