Manager - Customer Support - BPO
Position: Customer Support Lead.
Location: Surat Dumas Road, Surat.
Job Summary.
- We are seeking a dynamic and customer-focused Customer Support Lead to oversee and enhance our customer service operations.
- The ideal candidate will be passionate about delivering outstanding service, managing a team, and ensuring customer satisfaction.
- You will play a key role in maintaining and improving the company's reputation while aligning customer support efforts with business goals.
Key Responsibilities:
Team Leadership:.
- Lead, mentor, and motivate the customer support team to meet performance goals.
- Develop training programs to enhance team skills in customer interaction and problem resolution.
- Schedule and monitor team shifts to ensure seamless coverage across all customer support channels.
Customer Support Operations:.
- Oversee day-to-day customer service activities across email, chat, phone, and social media channels.
- Resolve escalated customer issues promptly and professionally.
- Analyze customer inquiries to identify trends and propose improvements in processes and policies.
Cross-Functional Collaboration:.
- Work closely with the e-commerce, marketing, and logistics teams to address customer concerns faster and improve the overall shopping experience.
- Maintain and manage tools and platforms required to monitor and enhance customer support activities.
- Act as a liaison between customer support and other departments to ensure alignment and efficiency.
Strategy and Reporting:.
- Develop and implement strategies to improve customer satisfaction and retention.
- Monitor key performance metrics such as response times, resolution rates, and customer satisfaction scores.
- Generate regular reports for senior management with actionable insights.
Qualifications:
- Proven experience in a leadership role within customer support, preferably in ecommerce or fashion retail.
- Excellent written and verbal communication skills.
- Strong problem-solving and conflict-resolution abilities.
- Proficiency with customer support software.
- Familiarity with tools and systems for managing customer service activities.
Apply Now
Location: Surat Dumas Road, Surat.
Job Summary.
- We are seeking a dynamic and customer-focused Customer Support Lead to oversee and enhance our customer service operations.
- The ideal candidate will be passionate about delivering outstanding service, managing a team, and ensuring customer satisfaction.
- You will play a key role in maintaining and improving the company's reputation while aligning customer support efforts with business goals.
Key Responsibilities:
Team Leadership:.
- Lead, mentor, and motivate the customer support team to meet performance goals.
- Develop training programs to enhance team skills in customer interaction and problem resolution.
- Schedule and monitor team shifts to ensure seamless coverage across all customer support channels.
Customer Support Operations:.
- Oversee day-to-day customer service activities across email, chat, phone, and social media channels.
- Resolve escalated customer issues promptly and professionally.
- Analyze customer inquiries to identify trends and propose improvements in processes and policies.
Cross-Functional Collaboration:.
- Work closely with the e-commerce, marketing, and logistics teams to address customer concerns faster and improve the overall shopping experience.
- Maintain and manage tools and platforms required to monitor and enhance customer support activities.
- Act as a liaison between customer support and other departments to ensure alignment and efficiency.
Strategy and Reporting:.
- Develop and implement strategies to improve customer satisfaction and retention.
- Monitor key performance metrics such as response times, resolution rates, and customer satisfaction scores.
- Generate regular reports for senior management with actionable insights.
Qualifications:
- Proven experience in a leadership role within customer support, preferably in ecommerce or fashion retail.
- Excellent written and verbal communication skills.
- Strong problem-solving and conflict-resolution abilities.
- Proficiency with customer support software.
- Familiarity with tools and systems for managing customer service activities.