Customer Support Manager - Europe Market

Title: Customer Support Manager

Reporting Manager: Geography Head

Work Location: Gurgaon

Customer Support Manager for our Europe markets

Roles and Responsibilities

• Managing the customer support department’s day-to-day functions.

• Improve customer service experience, create engaged customers, and facilitate organic growth.

• Develop service procedures, policies, and standards. Implementing customer support processes to enhance customer satisfaction.

• Responding to escalated customer support issues.

• Keep accurate records and document customer service actions and discussions.

• Analyse statistics and compile accurate reports.

• Recruit, mentor and develop, lead customer service executives and nurture an environment where they can excel through encouragement and empowerment.

• Informing the team of all new information related to products, procedures, and trends. Assessing support statistics and preparing detailed reports on the findings.

• Interviewing and hiring new employees.

• Overseeing and evaluating the team's ongoing training efforts.

• Delivering performance evaluations and following the disciplinary process according to company policy.

• Managing the budget of the customer support department.

• Keep ahead of industry’s developments and apply best practices to areas of improvement.

Requirements and skills

• Good Academic Record

• 8+ years of proven experience as a customer support specialist, preferably within a similar environment. Thorough knowledge of legislation pertaining to consumer protection.

• Prior experience in a managerial or supervisory role.

• Top-notch oral, written, and interpersonal abilities.

• Well-developed arbitration skills with the ability to remain impartial. Affinity for multitasking with precision.