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Customer Support Manager Job

Actively hiring

Customer Support Manager

ONE XL INFO LLP

Pune

Start date

Starts Immediately

CTC (ANNUAL)

₹ 5,00,000 - 5,25,000 ₹ 5,00,000 - 5,25,000 /year

Experience

2-5 years

2-5 years experience

Apply By

18 Sep' 24

Posted 3 days ago

Job

34 applicants

About the job

About Us
1XL is a dynamic and versatile Dubai-based company that encompasses various aspects of personal and professional growth. With a commitment to empowering individuals and organizations, 1XL aims to inspire, educate, and equip people with the tools they need to succeed in various domains of life.
We seek an experienced and proactive 'Customer Support Manager' to lead our customer support team. As a 'Customer Support Manager', you will be responsible for overseeing the day-to-day operations of the customer support department, ensuring excellent service delivery, and driving continuous improvement in customer satisfaction. The ideal candidate will have strong leadership skills, a deep understanding of customer service principles, and the ability to manage and motivate a team effectively.

Key Responsibilities:

1. Lead and manage the customer support team, including hiring, training, and performance evaluation.
2. Develop and implement customer service policies, procedures, and standards to ensure consistent service delivery.
3. Monitor team performance and KPIs, analyze trends, and implement strategies for improvement.
4. Handle escalated customer issues and complaints, providing timely and effective resolution.
5. Collaborate with cross-functional teams, including sales, marketing, and product development, to address customer concerns and improve overall customer experience.
6. Develop and maintain customer service metrics and reports for management review.
7. Implement and utilize CRM systems and tools to track customer interactions and gather insights for service improvements.
8. Conduct regular training sessions and workshops to enhance team skills and knowledge.
9. Stay updated on industry trends and best practices in customer service management.

Skill(s) required

CRM

Earn certifications in these skills

Learn Business Communication

Who can apply

1. Candidates with minimum 2 years of experience.

Other requirements

Qualifications:

1. Bachelor’s degree in business administration, marketing, or a related field. Master’s degree is a plus.

2. Proven experience in a customer support management or supervisory role.

3. Strong leadership and management skills with the ability to inspire and motivate a team.

4. Excellent communication and interpersonal skills.

5. Solid understanding of customer service principles and practices.

6. Ability to analyze data and metrics to drive decision-making and performance improvements.

7. Proficiency in CRM systems and customer support software.

8. Problem-solving and conflict-resolution skills.

9. Experience in developing and implementing customer service strategies and initiatives.

Preferred Skills:

1. Certification in customer service management or related field (e.g., Certified Customer Experience Professional).

2. Experience in a fast-paced and dynamic environment, preferably in a technology or SaaS company.

3. Knowledge of help desk software (e.g., Zendesk, Freshdesk) and ticketing systems.

4. Familiarity with Agile methodologies and continuous improvement practices.

5. Ability to manage multiple priorities and deadlines effectively.

6. Experience in managing remote or distributed customer support teams.

Salary

Annual CTC: ₹ 5,00,000 - 5,25,000 /year

Perks

Health Insurance

Number of openings

About ONE XL INFO LLP

1XL is a Dubai-based, dynamic, and versatile company that encompasses various aspects of personal and professional growth. With a commitment to empowering individuals and organizations, 1XL aims to inspire, educate, and equip people with the tools they need to succeed in various domains of life.

Activity on Internshala

Hiring since May 2024

36 opportunities posted

2 candidates hired