Key Responsibilities
- Lead, mentor, and manage the customer support team to achieve service excellence.
- Ensure timely resolution of customer inquiries, complaints, and service requests in accordance with defined SLAs.
- Monitor support operations and implement strategies to improve customer satisfaction and operational efficiency.
- Develop and maintain customer support policies, procedures, and best practices.
- Analyze customer feedback, identify trends, and recommend process improvements.
- Coordinate with service engineers, operations, sales, logistics, and other departments to resolve customer issues effectively.
- Track and report key performance indicators (KPIs) such as response time, resolution time, first-contact resolution, customer satisfaction (CSAT), and Net Promoter Score (NPS), where applicable.
- Manage escalated customer issues and ensure prompt, satisfactory resolution.
- Conduct regular team meetings, performance reviews, coaching sessions, and training programs.
- Prepare periodic management reports on customer service performance and improvement initiatives.
- Ensure accurate documentation of customer interactions in CRM or service management systems.
- Support implementation of new customer service technologies and digital support initiatives.
- Maintain compliance with company policies, quality standards, and regulatory requirements.
Pay: ₹35,000.00 - ₹45,000.00 per month
Benefits:
- Cell phone reimbursement
- Flexible schedule
- Food provided
- Health insurance
- Internet reimbursement
- Leave encashment
- Provident Fund
Work Location: In person
