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Customer support manager ( max 4 yrs)

4.00 to 8.00 Years   Noida,Other Uttar Pradesh   10 Apr, 2025
ZecaTech
Job LocationNoida,Other Uttar Pradesh
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaNot Mentioned
EmploymentTypeFull-time

Job Description

    OverviewThe Customer Support Manager plays a vital role in ensuring that customers have an exceptional experience when interacting with our company. This position is responsible for overseeing the customer support team and developing strategies to enhance service delivery. With a maximum of four years of experience, the ideal candidate will bring fresh perspectives to problem-solving and lead initiatives designed to improve customer satisfaction rates. The manager will be instrumental in training team members, establishing performance metrics, and collaborating with various departments to ensure that customer needs are met efficiently and effectively. This role is crucial for maintaining our reputation for excellent customer service and driving client retention, making it integral to overall business success.Key Responsibilities Lead and manage the customer support team, fostering a positive work environment. Develop and implement customer support policies and procedures. Monitor team performance and provide constructive feedback. Analyze customer service metrics to identify areas for improvement. Handle escalated customer complaints and ensure timely resolutions. Coordinate with other departments to streamline processes and enhance service. Train new team members on company policies and customer service protocols. Maintain an in-depth knowledge of products and services to assist customers effectively. Gather customer feedback and report insights to upper management. Develop strategies to improve customer satisfaction and retention rates. Conduct regular team meetings to discuss challenges and share best practices. Promote a culture of teamwork and continuous improvement. Assist in the hiring process for new customer support staff. Ensure the team meets all quality assurance standards. Stay updated on industry trends and customer service technologies.Required Qualifications Bachelors degree in business, communications, or related field. Minimum of 4 years of experience in customer service or support roles. Prior experience in a supervisory or managerial position is preferred. Proven ability to lead a team and enhance performance. Strong understanding of customer service software and tools. Excellent verbal and written communication skills. Ability to analyze data and translate findings into actionable strategies. Familiarity with customer relationship management (CRM) systems. Experience in training and developing team members. Proficient in conflict resolution and negotiation skills. Demonstrated ability to work in a fast-paced environment. Strong organizational and time management skills. A customer-centric mindset with the ability to empathize. Willingness to adapt to changing priorities and situations. Knowledge of industry best practices in customer service.Skills: analytical thinking,communication skills,training and development,team leadership,data analysis,customer service,conflict resolution,organizational skills,performance management,technical proficiency,adaptability,communication,customer relationship management (crm),time management,

Keyskills :
communication skillstrainingdevelopmentteam leadershipdata analysiscustomer serviceconflict resolutionperformance managementtechnical proficiencyadaptabilitytime managementanalytical thinkingorganizational skills

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