Customer Support Team Lead

1 week ago

Cochin, Kerala, India Bayfield Food Ingredients Full time
Job Title: Assistant Manager Customer Support

We are seeking a highly skilled and customer-centric Assistant Manager to lead our Customer Support team. As a key member of our organization, you will play a pivotal role in ensuring exceptional customer experiences, driving sales growth, and fostering strong relationships with our HORECA clients.

Key Responsibilities:
  • Sales Support & Customer Relationship Management: Collaborate closely with the sales team to provide presales support, identify sales opportunities, and build strong customer relationships.
  • Issue Resolution & Escalation: Lead the team in resolving customer issues promptly and effectively while ensuring customer satisfaction.
  • Team Leadership & Development: Manage and develop a high-performing customer support team, providing coaching, training, and performance feedback.
  • Process Optimization: Analyze customer support processes and implement improvements to enhance efficiency and customer experience.
  • Data Analysis & Reporting: Utilize customer data to identify trends, measure performance, and inform strategic decision-making.
Required Skills:Leadership & Management Skills:
  • Team Leadership: Ability to lead, motivate, and develop a high-performing customer support team.
  • People Management: Strong interpersonal skills to build rapport and trust with team members.
  • Performance Management: Proficiency in setting goals, providing feedback, and conducting performance reviews.
  • Change Management: Ability to adapt to changing business needs and implement necessary changes within the team.
Customer Focus & Communication:
  • Customer Empathy: Ability to understand and respond to customer needs and emotions.
  • Communication Skills: Excellent verbal and written communication skills to effectively interact with customers and team members.
  • Problem-Solving: Strong analytical and problem-solving skills to resolve customer issues efficiently.
  • Active Listening: Ability to actively listen to customers and understand their concerns.
Technical & Analytical Skills:
  • CRM Proficiency: Expertise in using customer relationship management (CRM) software to manage customer data and interactions.
  • Data Analysis: Ability to analyze customer data to identify trends, patterns, and areas for improvement.
  • Process Improvement: Strong process improvement skills to optimize customer support operations.
  • Technical Aptitude: Understanding of the company's products or services to provide effective support.
Business Acumen & Collaboration:
  • Business Understanding: Knowledge of the company's business model and goals to align customer support with overall objectives.
  • Cross-Functional Collaboration: Ability to work effectively with other departments (sales, marketing, operations) to ensure seamless customer experiences.
  • Sales Support: Understanding of sales processes and ability to provide effective support to the sales team.
  • Financial Acumen: Basic understanding of financial metrics and budgeting to manage customer support costs.
Additional Skills:
  • Conflict Resolution: Ability to handle difficult customer situations and resolve conflicts effectively.
  • Time Management: Strong organizational and time management skills to prioritize tasks and meet deadlines.
  • Flexibility: Adaptability to changing priorities and work environments.

Key Qualifications: Customer support, management, communication

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