Senior Manager Customer Support
3 weeks ago
Location: Okhla Phase-3, Delhi
Salary: ₹ 4.8 - 6 LPA
Working Hours: 10 AM - 7 PM, 6 days a week (Tuesday as the weekly off)
Experience: 0-2 years
About ScrapUncle
ScrapUncle is a leading online platform that simplifies selling junk like e-waste, paper, plastics, and metals in India. Through our app or website, users can easily schedule doorstep pickups, and we pay them for their scrap. With over 100,000 pickups across Delhi NCR, we've recycled over 10 million kilograms of waste. Proudly featured and funded on Shark Tank Season 2, we're committed to driving sustainability and innovation in waste management.
Role Overview
We are seeking a dynamic Customer Support Manager to lead our customer support team, ensuring seamless day-to-day operations for scrap pickup services. This position is key to managing a team that delivers exceptional customer service, optimizing operational workflows, and driving customer satisfaction.
Key Responsibilities
- Team Leadership: Lead, mentor, and coach the customer support team to ensure high performance and exceptional service delivery. Conduct regular performance evaluations and provide constructive feedback to team members.
- Operational Oversight: Coordinate and manage the efficient allocation of pickups to drivers, ensuring optimal route planning for timely collections while overseeing customer communication channels effectively.
- Escalation Management: Serve as the escalation point for complex customer issues, driving quick and effective resolutions to ensure a positive customer experience. Resolve escalated customer issues efficiently.
- Customer Interaction Management: Supervise and guide the team in managing inbound and outbound communication via phone and WhatsApp, ensuring all customer queries and concerns are addressed professionally and promptly.
- Performance Monitoring: Establish and monitor key performance indicators (KPIs) for team and individual performance. Identify training needs and coordinate training sessions for the team.
- Customer Experience Strategy: Develop and execute strategies to enhance overall customer experience and satisfaction levels. Implement customer feedback loops to gather insights and make improvements to services offered by ScrapUncle.
- Reporting and Analysis: Prepare and present regular reports on customer support activities, highlighting achievements, challenges, and opportunities for growth. Use data analytics to inform decisions and drive improvements in customer support strategies.
- Industry Awareness: Stay updated on industry best practices and technologies for customer support to continuously enhance the customer support function.
Why Join Us
- Leadership Impact: Be a crucial leader in driving ScrapUncle's mission towards sustainable waste management and environmental responsibility.
- Growth Opportunities: Accelerate your career development within a fast-paced startup environment that values innovation and leadership.
- Collaborative Culture: Join a supportive and dynamic team that recognizes and values your contributions.
Who Should Join Us
- Experience: 0-2 years in customer support or operations management, with some leadership experience, preferably in a startup or fast-paced setting.
- Leadership Skills: Proven ability to lead, mentor, and motivate a team while juggling multiple tasks effectively.
- Problem-solving: Strong organizational skills with a focus on finding solutions, managing escalations, and improving processes.
- Communication: Excellent verbal and written communication, with a focus on delivering great customer service.
- Technical Skills: Skilled in using Microsoft Word, Excel, PowerPoint, and CRM systems.
- Call Management: Confident in handling both inbound and outbound calls, and managing call processes.
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