Customer Service Support Manager

2 weeks ago


Noida, Uttar Pradesh, India STORY Experiences Pvt. Ltd. Full time
Job Title: Customer Support Manager

Location: Noida

Department: Customer Service / Support

Reports To: Program Manager

Job Summary:

We are seeking a dedicated and customer-focused Customer Support Manager to join our team. The ideal candidate will serve as the primary point of contact for customers, addressing queries, resolving issues, and ensuring a seamless and satisfactory experience with our products or services.

Key Responsibilities:

- Respond promptly and professionally to customer inquiries via phone, email, chat, or other communication channels.
- Resolve customer complaints, issues, or concerns effectively and empathetically.
- Provide accurate information about products, services, policies, and procedures.
- Maintain a deep understanding of company products and services to offer proactive support.
- Log customer interactions in the CRM system and track issues to resolution.
- Collaborate with internal teams (sales, technical, logistics) to ensure smooth issue resolution.
- Follow up with customers to ensure satisfaction and escalate unresolved cases when needed.
- Meet or exceed performance metrics such as response time, resolution rate, and customer satisfaction scores.

Qualifications & Skills:

- Bachelor's degree or equivalent (preferred)
- 2–4 years of experience in customer service or related roles (fresher-friendly if trained)
- Excellent verbal and written communication skills
- Strong problem-solving skills and a customer-first attitude
- Ability to multitask, prioritize, and manage time effectively
- Proficiency in using computers and customer support tools (CRM, helpdesk software)

Preferred Qualities:

- Fluency in regional English & Hindi
- Experience in a tech or product-based company is a plus
- Patience and empathy in high-pressure situations

Work Environment:

- 6-day working week/hybrid

Compensation:

- Competitive salary plus performance-based incentives
- Learning opportunities, and growth path within the company

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