Customer Service Support Manager

Company Description

SAKSHAM OFFICE AUTOMATION PVT LTD is a leading provider of document solutions and services, offering a comprehensive range of multifunctional devices (MFDs) such as photocopy machines, network printers, and scanners. The company delivers end-to-end tailored documentation solutions, including print management, electronic document archiving, and customized support services. With a presence in over 70 locations across India, SAKSHAM ensures consistent, high-quality support and aims to build long-term client relationships. The organization is currently supporting 100 satisfied customers while focusing on reducing documentation costs and delivering industry-leading services.

Role Description

This is a full-time on-site role for a Customer Service Support Manager at our Gurgaon location. The role involves overseeing customer support operations, ensuring customer satisfaction, and resolving service issues promptly. Responsibilities include managing and training the support team, coordinating technical support, addressing customer concerns, and analyzing service metrics to enhance the overall customer experience. The manager will also work closely with the technical team to ensure service quality and help improve processes.

Qualifications

• Strong skills in Customer Service and Customer Support to effectively address client needs and ensure satisfaction.
• Analytical skills to monitor service metrics, evaluate team performance, and develop strategies for improvement.
• Experience and proficiency in providing Technical Support and troubleshooting complex service-related issues.
• Ability to manage teams, prioritize tasks, and work in a dynamic, client-focused environment.
• Bachelor's degree in a related field or equivalent work experience preferred.
• Excellent communication and problem-solving abilities.
• Experience in the technology or office automation industry is an advantage.
• Proficiency in using CRM tools and other service management software is a plus.