Senior Manager - Customer Support

An IT & Internet Services Company is hiring Senior Manager - Customer Support job in Gurugram | Cutshort

Senior Manager - Customer Support
An IT & Internet Services Company
Senior Manager - Customer Support

at An IT & Internet Services Company
Agency job
6
\- 8 yrs
Best in industry
Gurugram
Skills
Customer Support
Customer Service
Team Management
Customer Relationship Management (CRM)
Communication Skills
Effective communication
Six Sigma Black Belt
Reporting
Analytics
Overall responsibility:
– Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.
– Establishes performance metrics for customer service representatives. Establishes service levels and requirements for the department.
– Develops and implements methods to record, assess, and analyse customer feedback.
– Develops and implements training and quality assurance programs for new hires and experienced employees.
– Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention. Acts as a liaison between the customer service department and other divisions in the company.
Day to day responsibilities :
– Managing the customer support department’s day-to-day functions. Responding to escalated customer support issues.
– Implementing customer support processes to enhance customer satisfaction.
– Formulating and revising customer support policies and promoting their implementation. Informing the team of all new information related to products, procedures, and trends.
– Assessing support statistics and preparing detailed reports on the findings.
– Interviewing and hiring new employees. Overseeing and evaluating the team's ongoing training efforts.
– Delivering performance evaluations and following the disciplinary process according to company policy. Managing the budget of the customer support department
Mandatory Certifications:
– ISO
– Six Sigma BB
Why Join Us :
1\. Start-up Environment - Work with a passionate and energetic team that is driven by hustle, comradeship, and togetherness
2\. Compensation & Benefits – Best-in-class salaries to highly competitive ESOPs along with great learning work environment, we offer you a place full of opportunities to customize your career trajectory
3\. An Environment for Innovation - We create a culture for innovation by giving an employee the prowess to create, make and innovate.
4\. We've got you covered - From medical insurance, well-defined policies to flexi WFH options, scrumptious lunch to some amazing learning and development sessions- we've got your back!
5\. Cool Perks – Come and get to join us for in-house events, team outings, dinner catchups, and much more
Read more
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