Assistant Manager - Customer Support

Job Description

Job Overview : The Assistant Manager, Customer Support is responsible for overseeing and managing the customer support operations of the company. This role involves leading a team of support agents, implementing strategies to enhance customer satisfaction, resolving escalated customer issues, and ensuring the delivery of exceptional customer service. The Assistant Manager, Customer Support will collaborate with cross-functional teams to improve processes, develop training programs, and contribute to the overall improvement of the customer experience. Key Responsibilities: Team Leadership: Lead, mentor, and motivate a team of customer support agents. Provide coaching, training, and performance feedback to team members. Foster a positive and collaborative team culture. Customer Issue Resolution: Handle escalated customer issues and provide timely and effective solutions. Collaborate with other departments to resolve complex customer problems. Monitor and analyse customer complaints and feedback to identify trends and develop proactive solutions. Process Improvement: Develop and implement customer support policies, procedures, and standards. Identify areas of improvement in customer support processes and recommend changes to enhance efficiency and effectiveness. Work closely with the operations team to optimize workflows and ensure seamless customer interactions. Quality Assurance: Monitor and evaluate customer support interactions to ensure quality service delivery. Conduct regular audits of customer interactions and provide feedback to support agents. Implement quality assurance programs to maintain high service standards. Customer Experience Enhancement: Collaborate with product and marketing teams to share customer feedback and insights via NPS calling. Use customer data and feedback to propose improvements to products and services.