Customer Support Manager

7 hours ago

Madhapur Hyderabad Telangana, India MostEdge Full time ₹ 2,19,167 - ₹ 6,36,501 per year

About Us:

MostEdge (formerly Aboveo) is revolutionizing the retail industry with a cutting-edge analytics platform designed to prioritize customer needs and shape the future of retail. From advanced POS systems and self-service kiosks to surveillance, loyalty solutions, and next-level consumer engagement tools, MostEdge empowers businesses to transform every customer interaction into a profitable opportunity. By seamlessly integrating retail management processes, optimizing supply chains, and ensuring stock availability for in-demand products, MostEdge enables businesses to grow efficiently while eliminating time-consuming administrative tasks. As the only company offering 24/7 c-store operations, shrink management, audits, and reconciliation services, MostEdge ensures that every transaction is secure, accurate, and optimized for success. Beyond technology, MostEdge's learning academy nurtures employees and owners into tomorrow's retail leaders, fostering innovation and growth across the industry. By partnering with retailers, distributors, and manufacturers, MostEdge is not just enhancing retail operations—it's empowering businesses to thrive sustainably, profitably, and confidently in an ever-evolving market. With customer presence in more than twenty states, the company's staff services customers from Atlanta, Georgia, and Hyderabad, Vadodara and Vijayawada, India locations.

Responsibilities:

Accountability

  • Managing the customer support department's day-to-day functions.
  • Implementing customer support processes to enhance customer satisfaction.
  • Formulating and revising customer support policies and promote their implementation.
  • Informing the team of all new information related to products, procedures, and trends.
  • Lead a team of team leads & associates. Maintain 100% accuracy on call resolution.
  • Need to monitor each interaction happening with customers & provide solutions to CRM tickets & data issues.
  • Proactive interactions with customers and work on feedback from them and give an update to the team.
  • Work on team appraisals and give inputs to the management team.
  • Assessing support statistics and preparing detailed reports on the findings.
  • Interviewing and hiring new employees.
  • Overseeing and evaluating the team's ongoing training efforts.
  • Delivering performance evaluations and following the disciplinary process according to company policy.
  • Managing the budget of the customer support department.
  • Exceptional with communication (Eng, Hindi & Telugu) verbal & written.
  • Proficient using all Microsoft Tools (Office - Excel, Word, PPT; Outlook, Teams etc.
  • Product Knowledge & Customer Management.
  • International Voice process experience.

Scope

  • Manage daily workflow within the customer service department
  • Create and track customer service goals
  • Supervise a team of customer service representatives
  • Assist in developing an effective customer loyalty program
  • Respond to customer inquiries on a regular basis
  • Receive and implement customer feedback to improve the quality of service
  • Manage daily progress in meeting important business metrics
  • Generate detailed reports on customer interactions
  • Provide additional upskilling or learning opportunities for team members
  • Oversee the budget for the customer service department

Outcomes:

  • Managing the department budget
  • Completing performance evaluations
  • Coordinating with other department managers
  • Updating their team on new procedures
  • Analyzing customer support data
  • Maintaining detailed records of customer interactions

Job Type: Full-time

Pay: ₹18, ₹53,419.14 per month

Work Location: In person

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