 
						Customer Support Manager
2 days ago
- Lead, mentor, and motivate a team of customer support executives to deliver exceptional service.
- Conduct regular training and performance reviews to ensure team effectiveness.
- Manage staffing levels, scheduling, and workload distribution to maintain service standards.
- Ensure timely resolution of customer queries, complaints, and escalations through multiple channels (email, chat, phone, social media).
- Monitor key metrics such as CSAT, NPS, FCR, and TAT to drive continuous improvement.
- Implement best practices and SOPs to enhance the overall customer experience.
- Identify recurring issues and work with cross-functional teams to eliminate root causes.
- Develop and refine processes, workflows, and knowledge bases for efficient operations.
- Generate and present performance reports, insights, and recommendations to management.
- Oversee CRM and helpdesk software usage, ensuring optimal configuration and team adoption.
- Collaborate with IT/product teams to enhance support tools and self-service options.
- Build long-term relationships with key customers and ensure proactive communication.
- Implement customer feedback mechanisms to identify improvement areas.
- Contribute to strategies aimed at reducing churn and improving retention rates.
- Bachelor's degree (MBA preferred).
- 5+ years of experience in customer support, with at least 2 years in a managerial role.
- Excellent communication, problem-solving, and leadership skills.
- Experience with CRM/helpdesk tools (e.g., i buddy campus etc).
- Strong analytical mindset and data-driven approach.
Job Types: Full-time, Permanent
Pay: ₹35, ₹45,000.00 per month
Benefits:
- Provident Fund
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