Customer Support Manager

You are a dedicated and customer-focused Customer Support Manager responsible for leading the support team. Your role involves managing and leading the team to deliver excellent customer service, handling escalations, monitoring daily operations, and ensuring adherence to service-level agreements. Additionally, you will prepare and maintain MIS reports, train and motivate team members, and track key performance metrics for continuous improvement. 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. Qualifications Required: - 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. The company prefers candidates with experience in CRM tools and ticketing systems, knowledge of customer feedback and performance tracking systems, and prior experience in a BPO, e-commerce, or service-based industry. This is a full-time, permanent position located in Gurgaon, Haryana, requiring in-person work. Contact the employer at +91 9311841816 if you have the required experience as a Customer Support Manager and deal directly with customers.,