Manager - Customer Support

3 weeks ago

Hyderabad, India Mostedge Full time

Reporting To: Vice President, Customer Excellence

The Opportunity:

What Are We Looking For:
You will thrive in MostEdge if you have:
Values of customer first, service excellence, keeping it simple, teamwork, urgency.
Student of the market and is in tune with what is happening around them.
Passion for doing something amazing and let others achieve the same.
Commitment to making something happen and inspiring others.
Ability to learn fast and recognize there is an invisible line between success and short comings.
Mindset of not giving team completing things today vs. tomorrow.
Drive and excitement for working in a fast-paced environment.
The desire to work collaboratively with a tight knit but quickly growing team.
Flexibility, humility, and a sense of humour

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

Qualifications:
Education: Bachelors degree(Any)

Experience:
o 12+ years of experience in international voice process.
o Proven track record of Handling a team of leads & associates.
o Experience in mentoring a team of Senior Associates & Associates.
o Strong understanding of retail operations, consumer behavior.

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