Assistant Manager Customer Support
- MNC Construction
- 6 to 10 Yrs
- Kolkata
- 4 months ago
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Job Description
- As the Assistant Manager - Customer Support at Dot and Key, you will be entrusted with the responsibility of overseeing and enhancing the customer support function within our organization. Your role will involve effectively managing a team of customer support representatives, devising strategies to elevate customer satisfaction levels, and ensuring that the support team consistently delivers high-quality service in alignment with company standards. Your key responsibilities will include leading, mentoring, and motivating the customer support team, conducting regular performance reviews, providing feedback, and facilitating professional development opportunities. You will be in charge of managing scheduling, staffing, and resource allocation to meet the demands of customer support efficiently. In addition, you will be tasked with developing and implementing strategies aimed at enhancing overall customer satisfaction and loyalty. By analyzing customer feedback and support metrics, you will identify areas for improvement and address complex or escalated customer issues promptly to ensure satisfactory resolution. Your role will also involve evaluating and improving customer support processes and procedures, implementing best practices and innovative solutions to boost efficiency and effectiveness. Monitoring and reporting on key performance indicators (KPIs) will be crucial in tracking team performance and customer satisfaction levels. Furthermore, you will design and deliver training programs for both new and existing team members to ensure a comprehensive understanding of company products, services, and policies. Encouraging a culture of continuous learning and improvement will be pivotal in fostering a skilled and knowledgeable support team. Collaboration with other departments such as Sales, Product, and Marketing will be essential to maintain a cohesive approach to customer service. Providing feedback to product and development teams based on customer insights and support trends will enable cross-functional alignment and improvement. As part of your role, you will be responsible for preparing and presenting regular reports on customer support activities, trends, and performance metrics. Utilizing data-driven insights to make informed decisions and drive strategic initiatives will be integral to your success. Ensuring compliance with company policies, procedures, and industry regulations, while upholding a high standard of professionalism and service excellence within the customer support team, will be paramount. To qualify for this role, you should possess a Bachelor's degree in Business Administration, Communications, or a related field. Additionally, you should have a minimum of 6-8 years of experience in customer support, with at least 3 years in a managerial or supervisory capacity.,
Employement Category:
Employement Type: Full timeIndustry: BPO / Call CenterRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: Assistant Manager Customer SupportContact Details:
Company: Dot & Key SkincareLocation(s): Kolkata+ View Contact
Keyskills: Team Management Customer Experience Process Improvement Training Development Collaboration Reporting Analysis Compliance Standards
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