Senior Customer Support
3 days ago
Position Overview:
- Role: Senior Customer Support
- Experience Required: 3+ years
- Work Model: Work from Office
- Location: Bhopal, Madhya Pradesh
- Industry Preference: Candidates with experience in the camera, photography, or video industry.
About the Company:
- Company Name: IZI
- Mission: To offer premium gadget features at affordable prices.
- Website:
Key Responsibilities:
- Develop and implement customer support strategies.
- Oversee multi-channel support (chat, email, voice).
- Drive lead generation and conversion strategies.
- Lead and mentor a customer support team.
- Analyze performance metrics and improve customer experience.
- Collaborate with other departments to align messaging and engagement strategies.
- Address crises and manage customer feedback for service improvements.
- Establish key performance indicators (KPIs) to assess the effectiveness of support initiatives. Analyze metrics to inform continuous improvement efforts.
- Use insights to drive improvements in support processes and overall brand experience.
- Work closely with marketing, sales, and product teams to ensure alignment in messaging and customer engagement strategies.
- Champion the IZI brand by ensuring all customer interactions reflect the company's values and commitment to customer satisfaction.
- Develop and implement crisis management strategies to effectively address and resolve customer issues, ensuring minimal disruption to service.
- Prepare regular reports on customer support performance and brand experience initiatives, presenting findings and recommendations to senior management.
Qualifications:
- Bachelor's degree in Business, Marketing, Communications, or related fields.
- Proven experience in multi-channel support management and team leadership.
- Strong analytical, communication, and collaboration skills.
- Proficiency in customer support tools CRM Zoho, Zendesk, HubSpot Service Hub
Job Types: Full-time, Permanent
Pay: Up to ₹500,000.00 per year
Ability to commute/relocate:
- Bhopal, Madhya Pradesh: Reliably commute or planning to relocate before starting work (Preferred)
Application Question(s):
- Notice Period
- Current CTC/Expected CTC
Experience:
- Inbound voice: 1 year (Required)
- Outbound voice: 1 year (Required)
- total work: 2 years (Required)
Work Location: In person
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