Customer Support Coordinator

2 days ago

Karelibaug Vadodara Gujarat, India GAMP Services Full time

**Job Description: Customer Support Coordinator**

Position: Customer Support Coordinator
Location: Vadodara
Department: Customer Service
Reports To: Customer Service Manager
Employment Type: Full-time

**Role Overview**:
We are looking for an organized, detail-oriented, and customer-centric individual to join our team as a Customer Support Coordinator. This role is responsible for overseeing and coordinating the daily operations of the customer support department to ensure that customer inquiries and issues are addressed efficiently and effectively. You will serve as the main point of contact between customers and various internal teams, ensuring seamless communication and timely resolution of customer concerns.

**Key Responsibilities**:

- Coordinate and manage the customer support team to ensure customer issues and inquiries are addressed promptly and professionally.
- Serve as the first point of contact for customer escalations and work to resolve issues or assign them to the appropriate team members.
- Maintain and update customer support documentation, including FAQs, troubleshooting guides, and customer interaction records.
- Monitor customer support performance and key metrics (e.g., response time, resolution time, customer satisfaction) to ensure quality service.
- Schedule and assign tasks to customer support team members, ensuring proper distribution of workload based on volume and urgency.
- Provide training and support to new customer support agents to ensure consistent quality and best practices.
- Analyze customer feedback and complaints to identify trends and areas for improvement in the customer service process.
- Liaise with other departments, such as sales, product, and technical teams, to resolve complex customer issues and enhance the customer experience.
- Assist in developing and implementing customer service policies, procedures, and service level agreements (SLAs).
- Assist in reporting and tracking customer support metrics, presenting findings to management, and suggesting improvements.
- Provide customers with updates on their inquiries or issues and ensure they are satisfied with the resolution process.

**Skills & Qualifications**:

- Bachelor’s degree or equivalent experience in a related field.
- Previous experience in a customer service or customer support role (preferably 2-3 years).
- Strong organizational and multitasking abilities with attention to detail.
- Excellent communication skills, both written and verbal, with the ability to convey information clearly and professionally.
- Proven leadership skills, with experience in managing or coordinating a team.
- Problem-solving mindset with the ability to handle customer escalations and high-pressure situations effectively.
- Proficiency in customer service software, CRM tools, and Microsoft Office Suite.
- Ability to manage multiple priorities in a fast-paced environment while maintaining a positive customer experience.
- Strong analytical skills and the ability to generate reports and insights from customer service data.
- A proactive and solution-oriented approach with a customer-first mindset.
- Knowledge of customer service best practices and service level standards.

Pay: ₹10,000.00 - ₹20,000.00 per month

**Benefits**:

- Provident Fund

Schedule:

- Day shift

**Experience**:

- total work: 1 year (preferred)

Work Location: In person

**Speak with the employer**
+91 9106598464

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