Senior Customer Support

Position Overview:

• Role: Senior Customer Support
• Experience Required: 3+ years
• Work Model: Work from Office
• Location: Bhopal, Madhya Pradesh
• Industry Preference: Candidates with experience in the camera, photography, or video industry.

About the Company:

• Company Name: IZI
• Mission: To offer premium gadget features at affordable prices.
• Website: izicart.com

Key Responsibilities:

• Develop and implement customer support strategies.
• Oversee multi-channel support (chat, email, voice).
• Drive lead generation and conversion strategies.
• Lead and mentor a customer support team.
• Analyze performance metrics and improve customer experience.
• Collaborate with other departments to align messaging and engagement strategies.
• Address crises and manage customer feedback for service improvements.
• Establish key performance indicators (KPIs) to assess the effectiveness of support initiatives. Analyze metrics to inform continuous improvement efforts.
• Use insights to drive improvements in support processes and overall brand experience.
• Work closely with marketing, sales, and product teams to ensure alignment in messaging and customer engagement strategies.
• Champion the IZI brand by ensuring all customer interactions reflect the company’s values and commitment to customer satisfaction.
• Develop and implement crisis management strategies to effectively address and resolve customer issues, ensuring minimal disruption to service.
• Prepare regular reports on customer support performance and brand experience initiatives, presenting findings and recommendations to senior management.

Qualifications:

• Bachelor's degree in Business, Marketing, Communications, or related fields.
• Proven experience in multi-channel support management and team leadership.
• Strong analytical, communication, and collaboration skills.
• Proficiency in customer support tools CRM Zoho, Zendesk, HubSpot Service Hub

Job Types: Full-time, Permanent

Pay: Up to ₹500,000.00 per year

Ability to commute/relocate:

• Bhopal, Madhya Pradesh: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Notice Period
• Current CTC/Expected CTC

Experience:

• Inbound voice: 1 year (Required)
• Outbound voice: 1 year (Required)
• total work: 2 years (Required)

Work Location: In person