Customer Support Executive

6 months ago

Mumbai, India i2e Consulting Pvt. Ltd. Full time

**Job Profile**:
**Job Title**: Customer Support Executive with Zoho One CRM Expertise

Work timings - rotational shift
- ( rotational shifts: 6 am - 3 pm, 2pm
- 11pm, 10 pm-7am) -Mon-Sat (6 days a week)

We are seeking a highly motivated and experienced Customer Support Manager with a strong background in Zoho One CRM to lead our customer support team. In this role, you will be responsible for ensuring the delivery of exceptional customer service, managing support operations, and leveraging the Zoho One CRM tool to enhance customer interactions. You will play a crucial role in maintaining and improving customer satisfaction, retention, and operational efficiency.

**Key Responsibilities**:
Lead and manage a team of customer support representatives, providing guidance, support, and training as necessary.

Develop and implement support strategies and workflows to ensure customer issues are resolved effectively and efficiently.

Set performance goals and KPIs for the support team, and track and report on their achievements.

**Zoho One CRM Expertise**:
Utilize your in-depth knowledge of Zoho One CRM to optimize customer data management, ticketing, and communication processes.

Configure, customize, and maintain the Zoho One CRM system to meet the unique needs of the customer support team.

Train support staff in using Zoho One CRM tools to enhance their productivity and customer interactions.

**Customer Engagement, Satisfaction and Conversion**:
Monitor customer inquiries, complaints, and feedback, ensuring timely and satisfactory resolutions.

Analyze customer data within Zoho One CRM to identify trends and opportunities for improving customer satisfaction.

Implement strategies to increase customer engagement and loyalty, such as personalized outreach and proactive communication. Engage users in order to convert them into loyal customers.

**Process Improvement**:
Continuously assess and enhance customer support processes, making recommendations for improvements where necessary.

Collaborate with cross-functional teams to address systemic customer issues and ensure they are resolved effectively.

**Reporting and Analysis**:
Generate regular reports on customer support performance, using Zoho One CRM data to provide insights.

Use data-driven insights to identify areas for improvement and develop strategies to address them.

**Qualifications**:
Bachelor's degree in a related field (business, management, or customer service).

Proven experience in a customer support management role.

Strong expertise in using and customizing the Zoho One CRM platform.

Excellent leadership, communication, and interpersonal skills.

Analytical skills to assess data and drive informed decisions.

Ability to work effectively in a fast-paced and dynamic environment.

**Salary**: Up to ₹300,000.00 per year

**Benefits**:

- Health insurance
- Provident Fund
- Work from home

Schedule:

- Rotational shift

Ability to commute/relocate:

- Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- What are the relevant years of experience in ZOHO CRM tool?
- Are you comfortable with rotational shifts?
- Relevant years of experience in BPO?

**Education**:

- Bachelor's (preferred)

**Experience**:

- total work: 2 years (preferred)
- Customer service: 2 years (preferred)

**Language**:

- English (preferred)

**Speak with the employer**
+91 8928372581

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