Assistant Manager Customer Support

Job Title: Assistant Manager Customer Support

Location:

Employment Type:

Experience Required:

Job Overview

Assistant Manager Customer Support

Key Responsibilities

Customer Support Operations

• Manage customer complaints, product breakdowns, and warranty requests efficiently.
• Handle service calls, ticketing systems, and complete after-sales coordination.
• Ensure timely and satisfactory resolution of customer issues.

Team Building & Leadership

• Start as an individual contributor and gradually build and manage a customer support team.
• Train and mentor team members in communication, problem-solving, and customer-first behavior.

Logistics & Coordination

• Coordinate with warehouses, vendors, logistics partners, and service teams for parts and replacements.
• Work closely with internal departments to ensure smooth customer service delivery.

Customer Experience Management

• Convert escalations into positive customer experiences through regular follow-ups and clear communication.
• Build strong customer relationships with trust, transparency, and empathy.

Reporting & Improvement

• Track KPIs such as TAT, resolution time, NPS, and CAPA reports.
• Identify recurring issues and support process improvements for stronger customer service outcomes.

Candidate Requirements

• 26 years of experience in customer support (appliances, electronics, hardware, or consumer durables preferred).
• Strong communication, conflict-handling, and problem-solving skills.
• Ability to stay calm under pressure and manage multiple issues simultaneously.
• Customer-first mindset with strong ownership and accountability.