Customer Support Manager

The Customer Support Manager will oversee and organize the company’s end-to-end customer relationship process. This role will establish a structured customer support system, maintain a centralized customer database, monitor customer concerns and feedback, and ensure that customer interactions are properly recorded, followed up, and resolved.

Key Responsibilities

Customer Database & System

• Create and maintain a centralized customer database/CRM system containing customer information, inquiries, concerns, purchases, feedback, and follow-ups.
• Develop a systematic process for recording, tracking, and updating customer interactions.
• Organize customer records to ensure information is accurate, complete, and easy to access.
• Establish reports and dashboards to monitor customer activity and concerns.

Customer Relationship Management

• Manage the full customer relationship cycle, from initial inquiry to after-sales support and follow-up.
• Establish proper procedures for handling customer inquiries, complaints, requests, and feedback.
• Ensure all customer concerns are properly documented, assigned, followed up, and resolved.
• Monitor customer satisfaction and identify recurring concerns or service issues.
• Develop customer retention and follow-up processes.

Coordination & Support

• Coordinate with Sales, Marketing, Warehouse, Finance, and other departments to resolve customer concerns.
• Escalate critical or recurring customer issues to management.
• Ensure proper communication and timely resolution of customer concerns.
• Provide regular updates to management regarding customer concerns, trends, and satisfaction.

Reporting & Process Improvement

• Prepare regular reports on customer inquiries, complaints, resolutions, response time, and customer feedback.
• Analyze customer data to identify trends and areas for improvement.
• Develop and improve customer service policies, workflows, templates, and guidelines.
• Recommend improvements to products, services, and customer experience based on customer feedback.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Communications, or related field.
• At least 3–5 years of experience in Customer Service, Customer Relations, CRM, or Customer Support, preferably with supervisory or managerial experience.
• Experience in creating or managing a customer database, CRM, or customer support system.
• Strong organizational and documentation skills.
• Excellent communication and problem-solving skills.
• Proficient in Microsoft Office/Google Workspace and customer management systems.
• Experience in FMCG, pharmaceutical, healthcare, wellness, or consumer products is an advantage.