Customer Support Manager

3 weeks ago

Gurugram, India Veg Ease Full time

We are looking for a highly motivated and experienced Customer Support Manager with strong team-handling skills and a minimum of 3 years of experience. The role requires expertise in managing a customer support team, preparing and analyzing CRM-related reports, and driving customer satisfaction and retention strategies.

Key Responsibilities:

  • Lead, mentor, and manage the customer support team to achieve performance targets.
  • Oversee daily support operations to ensure timely resolution of customer queries, complaints, and escalations.
  • Prepare, maintain, and analyze CRM-related reports (customer interactions, feedback, and support performance).
  • Monitor KPIs such as response time, resolution time, customer satisfaction, and ticket closure rate.
  • Collaborate with Sales, Marketing, and Operations teams to enhance the overall customer journey.
  • Implement best practices, SOPs, and training sessions for the support team.
  • Drive initiatives to improve customer experience, reduce churn, and increase loyalty.
  • Ensure CRM system data is accurate, up-to-date, and utilized effectively for reporting and decision-making.
  • Handle escalated issues and ensure prompt resolution with customer-centric solutions.
  • Provide management with insights and recommendations based on CRM analytics.

Required Skills & Qualifications:

  • Bachelor's degree in Business Administration, Management, or a related field.
  • Minimum 3 years of experience in Customer Support / CRM with proven team management experience.
  • Strong knowledge of CRM tools
  • Excellent leadership, communication, and interpersonal skills.
  • Ability to prepare detailed reports and dashboards for management.
  • Problem-solving mindset with a customer-first approach.
  • Proficiency in MS Excel, PowerPoint, and reporting tools.

Job Type: Full-time

Pay: ₹35, ₹50,000.00 per month

Work Location: In person

Speak with the employer

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