Customer Support Manager

Job Summary:

We are looking for a dedicated and customer-focused Customer Support Manager to lead our support team. The ideal candidate should have at least 2 to 3 years of experience in team handling, report preparation, and direct customer dealing. This role requires excellent communication, problem-solving, and leadership skills to ensure a high level of customer satisfaction and smooth operations.

Key Responsibilities:

• Manage and lead the customer support team to deliver excellent customer service.
• Handle escalations and resolve complex customer issues promptly.
• Monitor daily operations and ensure adherence to service-level agreements (SLAs).
• Prepare and maintain MIS reports, performance reports, and feedback summaries.
• Train, guide, and motivate team members to achieve performance targets.
• Ensure effective communication with customers through calls, emails, and chats.
• Track key performance metrics to measure team productivity and customer satisfaction.
• Collaborate with internal departments to resolve customer queries and improve processes.
• Identify areas of improvement and implement strategies for better service quality.

Required Skills and Qualifications:

• Bachelor’s degree in any discipline.
• Minimum 2 to 3 years of experience in customer support or service management.
• Strong team handling and people management abilities.
• Excellent verbal and written communication skills.
• Proficiency in MS Excel and report generation (MIS).
• Ability to handle pressure and resolve conflicts effectively.
• Customer-centric approach with a focus on delivering superior service.

Preferred Skills:

• Experience in CRM tools and ticketing systems.
• Knowledge of customer feedback and performance tracking systems.
• Prior experience in a BPO, e-commerce, or service-based industry.

Job Types: Full-time, Permanent

Pay: ₹40,000.00 - ₹50,000.00 per month

Application Question(s):

• How many years of experience do you have as a Customer Support Manager?
• Are you dealing with customers directly?

Experience:

• Team management: 2 years (Required)

Location:

• Gurgaon, Haryana (Required)

Work Location: In person

Speak with the employer
+91 9311841816