Customer Support Manager Job in MNR Solutions
- MNR Solutions
- 9 to 14 Yrs
- Delhi, NCR
- 11 months ago
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Job Description
- Team Leadership and Supervision:
- Oversee daily operations of the customer support team across all channels, including WhatsApp, email, calls, and social media platforms.
- Mentor, train, and monitor team members to maintain high service standards.
- Ensure timely and accurate resolution of customer tickets while adhering to service level agreements (SLAs).
- Quality Assurance and Process Improvement:
- Conduct call and chat audits to assess service quality and identify areas for improvement.
- Provide actionable feedback to team members to enhance their communication and problem-solving skills.
- Develop and implement customer support SOPs to streamline processes and ensure consistency.
- Abandoned Cart Recovery Strategy:
- Design and execute recovery strategies to minimize abandoned carts and maximize conversions.
- Analyze customer behavior data to identify trends and tailor recovery approaches.
- Collaborate with the sales and marketing teams to optimize recovery messages and campaigns.
- Ticket Management and Escalation Handling:
- Monitor and manage daily tickets across all platforms to ensure prompt resolution.
- Handle escalated cases, providing solutions that align with brand values and enhance customer satisfaction.
- Maintain and improve response times across all communication channels.
- Reporting and Analytics:
- Track and analyze key customer support metrics, including response times, resolution rates, customer satisfaction scores (CSAT), and abandoned cart recovery rates.
- Prepare weekly and monthly performance reports, highlighting achievements and areas for improvement.
- Use data-driven insights to recommend and implement strategic improvements.
- Cross-Functional Collaboration:
- Work closely with the product, marketing, and logistics teams to address recurring customer concerns and improve the overall customer experience.
- Share customer feedback with relevant teams to drive product and process enhancements.
Key Responsibilities:
Employement Category:
Employement Type: Full timeIndustry: Consumer Durables / ElectronicsRole Category: Customer Service (Domestic)Functional Area: Not SpecifiedRole/Responsibilies: Customer Support Manager Job in MNR SolutionsContact Details:
Company: MNR SolutionsLocation(s): Delhi, NCR+ View Contact
Keyskills: customer service management customer support escalation management customer support operations customer relationship manager
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Founded in 2007 MNR Solutions Pvt. Ltd. has become one of the prime consulting companies to provide finest HR recruitment services globally in regions like Asia (India, China, Singapore, Malaysia etc), Middle East (UAE, Saudi Arabia, Oman etc) and Africa. With a team of 45 experienced consultant, we...
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