Customer Support Specialist

5 days ago

Greater Kolkata Area, India WishCare Full time ₹ 8,00,000 - ₹ 12,00,000 per year

Key Responsibilities:

Strategic Leadership:

  • Develop and implement strategies to build and scale an efficient and high-performing customer support team.
  • Design and enhance processes, workflows, and tools to improve team productivity and service quality.
  • Identify and implement innovative solutions to address customer needs and improve satisfaction metrics.

Operational Oversight:

  • Oversee the smooth execution of all customer support processes and ensure timely resolution of customer queries and issues.
  • Take ownership of the transition of services, ensuring minimal disruption and maximum efficiency during process or service updates.
  • Collaborate with cross-functional teams to ensure consistent communication and alignment on customer support goals.

Team Building & Management:

  • Recruit, onboard, and mentor team members to build a strong, customer-focused workforce.
  • Define team KPIs and individual performance metrics to drive accountability and success.
  • Foster a positive and collaborative team culture while providing ongoing training and development opportunities.

Customer Advocacy:

  • Act as a key point of escalation for complex customer issues and complaints, ensuring satisfactory resolution.
  • Use customer feedback and data to inform and advocate for product or service improvements.
  • Build lasting relationships with customers by delivering exceptional support and care.

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