
Customer Support Manager
1 day ago
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
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