Customer Support Manager

We are seeking a dedicated and experienced Customer Support Manager to lead our customer service team in the Mumbai region. The ideal candidate will have a strong background in managing customer support operations, particularly within an international call center or BPO environment. This role is crucial in ensuring that our customers receive exceptional service and support, enhancing their overall experience with our company.

Key Responsibilities:

• Oversee the daily operations of the customer support team, ensuring high levels of service quality and efficiency.
• Develop and implement customer service policies and procedures to enhance customer satisfaction.
• Monitor team performance and provide coaching and feedback to team members to improve service delivery.
• Collaborate with other departments to resolve customer issues and improve service processes.
• Analyze customer feedback and service metrics to identify areas for improvement.
• Train and mentor new team members, fostering a positive and productive work environment.
• Manage escalated customer complaints and ensure timely resolution.

Required Skills:

• Proven experience in customer support management, preferably in an international call center or BPO setting.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to analyze data and make informed decisions to improve service quality.
• Familiarity with customer service software and tools.
• Strong problem-solving skills and the ability to handle difficult situations with professionalism.

If you are passionate about customer service and have the experience to lead a dynamic team, we encourage you to apply for this exciting opportunity.