Customer Service Support Manager

3 weeks ago

Patna, India Reliance Retail Full time

Company Overview

Reliance Retail, India's largest and most profitable retailer, is known for its diversified omni-channel presence, providing outstanding value and superior quality to consumers. With over 15,000 stores and a significant digital presence, we serve more than 193 million loyal customers across major consumption sectors. Our commitment is to deliver an unmatched shopping experience through our extensive store network, robust supply chain, and innovative technology infrastructure, complemented by a well-trained workforce.


Job Overview

The Customer Service Support Manager position at Reliance Retail is a full-time, mid-level role located in Patna. Candidates should possess 4 to 6 years of experience, focusing on managing and enhancing customer satisfaction. The role involves leading a team of customer service professionals and ensuring high-quality service delivery. The successful candidate will be adept in communication, team management, and proficient in utilizing technology to optimize customer service operations.


Qualifications and Skills

  • Proficiency in managing customer relationships and enhancing customer satisfaction through effective service delivery and support.
  • Experience in SAP to streamline and manage customer support operations efficiently and effectively.
  • Proven ability to manage and train customer associates to ensure consistent service levels and professional development. (Mandatory skill)
  • Proficiency with Microsoft Office Suite and Google Docs for efficient documentation and reporting processes. (Mandatory skill)
  • Excellent verbal and written communication skills to articulate and resolve customer issues effectively. (Mandatory skill)
  • Strong conflict resolution skills to manage and resolve customer disputes and enhance customer satisfaction.
  • Ability to analyze customer feedback and implement strategies for service improvement and customer retention.
  • Experience in leading and motivating a customer service team, ensuring best practices are implemented consistently.


Roles and Responsibilities

  • Manage daily operations of the customer service team, ensuring efficient and timely processing of customer requests and complaints.
  • Develop, implement, and maintain customer service processes and systems that enhance service delivery and operational efficiency.
  • Train and mentor customer service associates, fostering a team-oriented environment that promotes professional growth.
  • Collaborate with cross-functional teams to address and resolve customer issues and improve overall service levels.
  • Monitor key customer service metrics and implement continuous improvement strategies to meet service excellence objectives.
  • Oversee the implementation of new customer service tools and technologies to enhance operational capabilities.
  • Develop effective communication strategies to inform customers about product offerings, services, and policies.
  • Coordinate feedback collection and analysis to identify trends and inform ongoing service improvement efforts.

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