Job Summary
We are looking for an experienced Assistant Manager – Customer Support with 2–3 years of experience in customer service and team management. The candidate will be responsible for managing the support team, ensuring timely resolution of customer queries, maintaining documentation, monitoring team performance, and coordinating with internal departments.
Key Responsibilities
- Manage and supervise the customer support team and ensure smooth day-to-day operations.
- Allocate tasks, monitor productivity, and ensure achievement of team KPIs and SLAs.
- Handle escalated customer complaints and ensure timely resolution.
- Monitor customer interactions through calls, emails, chats, and other support channels.
- Prepare and maintain daily, weekly, and monthly reports related to team performance and customer issues.
- Maintain proper documentation of customer complaints, resolutions, SOPs, and process updates.
- Conduct regular team meetings, performance reviews, and feedback sessions.
- Train and guide team members on customer handling, processes, and communication standards.
- Coordinate with Logistics, Operations, Sales, and other internal teams to resolve customer issues.
- Identify recurring customer problems and suggest process improvements.
- Ensure adherence to company policies, SOPs, quality standards, and escalation procedures.
- Maintain accurate records and ensure all customer cases are properly documented and closed.
Required Skills
- 2–3 years of experience in customer support/customer service, preferably with team-handling experience.
- Good team management and leadership skills.
- Excellent verbal and written communication skills.
- Strong customer-handling and problem-solving abilities.
- Good knowledge of MS Excel/Google Sheets, CRM, and reporting tools.
- Strong documentation and reporting skills.
- Ability to manage escalations and work under pressure.
- Good coordination and follow-up skills.
- Strong analytical and decision-making abilities.
Pay: ₹28,000.00 - ₹30,000.00 per month
Work Location: In person
