Assistant Manager Customer Support

21 hours ago

Kolkata, West Bengal, India Dot & Key Skincare Full time US$ 90,000 - US$ 1,20,000 per year

Assistant Manager - Customer Support

Job Overview:

The Assistant Manager - Customer Support at Dot and Key is responsible for overseeing and enhancing the customer support function within the organization. This role involves managing

a team of customer support representatives, developing strategies to improve

customer satisfaction, and ensuring that the support team delivers high-quality

service in line with company standards.

Key Responsibilities:

1) Team Management:

  • Lead, mentor, and motivate the customer support team.
  • Conduct regular performance reviews, provide feedback and professional development.
  • Manage scheduling, staffing and resource allocation to meet support demand.

2) Customer Experience:

  • Develop and implement strategies to improve overall customer satisfaction and loyalty.
  • Analyze customer feedback and support metrics to identify areas of improvement.
  • Handle complex or escalated customer issues and timely resolution.

3) Process Improvement:

  • Evaluate and enhance customer support processes and procedures.
  • Implement best practices and innovative solutions to improve efficiency and effectiveness.
  • Monitor and report on key performance indicators (KPIs) to track team performance and customer satisfaction

4) Training and Development:

  • Design and deliver training programs for new and existing team members
  • Ensure the team is knowledgeable about company products, services and policies.
  • Promote a culture of continuous learning and improvement.

5) Collaboration:

  • Work closely with other departments, such as Sales, Product, and Marketing, to ensure a cohesive approach to customer service.
  • Provide feedback to product and development teams based on customer insights and
  • support trends.

6) Reporting and Analysis:

  • Prepare and present regular reports on customer support activities, trends, and
  • performance metrics.
  • Utilize data to make informed decisions and drive strategic initiatives.

7) Compliance and Standards:

  • Ensure that the customer support team adheres to company policies, procedures, and
  • industry regulations.
  • Maintain a high standard of professionalism and service excellence.

Qualifications:

  • Bachelor's degree in Business Administration, Communications, or a related field.
  • At least 6-8 years of experience in customer support, with 3 years in a managerial or supervisory role.

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