
Customer Service/Support Manager
2 weeks ago
Job Title: Customer Service/Support Manager.
Job Type: Full-Time.
Job Summary:
We are looking for an experienced Customer Support Manager to lead our customer support team and ensure exceptional client communication and service delivery.
The ideal candidate will have a robust background in managing customer interactions, resolving escalations, and mentoring a team to enhance overall customer satisfaction. This role requires excellent leadership, problem-solving, and communication skills.
Key Responsibilities:
- Lead and manage the customer support team, ensuring efficient operations and high performance.
- Serve as the primary point of contact for client communication, addressing concerns, providing updates, and ensuring customer satisfaction.
- Develop and implement customer service policies and procedures to enhance the customer experience.
- Monitor team performance through KPIs and provide coaching and feedback to improve efficiency and effectiveness.
- Handle escalated customer issues, providing timely and professional resolutions.
- Train and mentor customer support representatives to enhance service quality and customer interactions.
- Analyze customer feedback and recommend improvements to products, services, and support processes.
- Maintain accurate records of customer interactions, issues, and resolutions.
- Stay updated with industry trends and best practices to continuously improve customer support operations.
Qualifications & Skills:
- Bachelors degree is a must.
- MBA would be preferred.
- Minimum of 5 years of experience in customer support management, preferably in a US industry.
- Strong leadership and team management skills with the ability to motivate and mentor
employees.
- Excellent verbal and written communication skills for effective interaction with clients and internal teams.
- Problem-solving mindset with the ability to handle challenging customer situations professionally.
- Proficiency in customer support software, CRM systems, and reporting tools.
- Ability to multitask, prioritize tasks, and manage time efficiently in a fast-paced environment.
- Experience in process improvement and implementing best practices for customer service.
Preferred Qualifications:
- Experience working with international clients.
- Knowledge of customer service metrics and analytics.
- Familiarity with customer support tools like Zendesk, Fresh desk, or Salesforce.
(ref:iimjobs.com)-
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