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Customer Support Manager

9.00 to 14.00 Years   Delhi   20 Feb, 2025
MNR Solutions Pvt Ltd
Job LocationDelhi
EducationNot Mentioned
SalaryRs 5 - 10 Lakh/Yr
IndustryConsumer Durables / Electronics
Functional AreaCustomer Service (Domestic)
EmploymentTypeFull-time

Job Description

    Key Responsibilities:
    1. Team Leadership and Supervision:
    • Oversee daily operations of the customer support team across all channels, including WhatsApp, email, calls, and social media platforms.
    • Mentor, train, and monitor team members to maintain high service standards.
    • Ensure timely and accurate resolution of customer tickets while adhering to service level agreements (SLAs).
    1. Quality Assurance and Process Improvement:
    • Conduct call and chat audits to assess service quality and identify areas for improvement.
    • Provide actionable feedback to team members to enhance their communication and problem-solving skills.
    • Develop and implement customer support SOPs to streamline processes and ensure consistency.
    1. Abandoned Cart Recovery Strategy:
    • Design and execute recovery strategies to minimize abandoned carts and maximize conversions.
    • Analyze customer behavior data to identify trends and tailor recovery approaches.
    • Collaborate with the sales and marketing teams to optimize recovery messages and campaigns.
    1. Ticket Management and Escalation Handling:
    • Monitor and manage daily tickets across all platforms to ensure prompt resolution.
    • Handle escalated cases, providing solutions that align with brand values and enhance customer satisfaction.
    • Maintain and improve response times across all communication channels.
    1. Reporting and Analytics:
    • Track and analyze key customer support metrics, including response times, resolution rates, customer satisfaction scores (CSAT), and abandoned cart recovery rates.
    • Prepare weekly and monthly performance reports, highlighting achievements and areas for improvement.
    • Use data-driven insights to recommend and implement strategic improvements.
    1. Cross-Functional Collaboration:
    • Work closely with the product, marketing, and logistics teams to address recurring customer concerns and improve the overall customer experience.
    • Share customer feedback with relevant teams to drive product and process enhancements.

Keyskills :
customer service managementcustomer supportescalation managementcustomer support operationscustomer relationshipmanager

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