Associate Manager Customer Support

SavannaHR

8 - 15 Years   Bengaluru/Bangalore,Ahmedabad

Full timeCustomer Service

Job Description

Roles and Responsibilities - 

·  Managing the customer support processes and ensure compliance to improve operational efficiency.

·  Leading and developing a team of 5-10 associates; responsible for the overall direction, performance management, coordination and evaluation of the team and responsible for driving process improvements not only in respective teams but across skill sets. 

·  Perform training and daily coaching of team members for productivity, performance and new processes.

·  Analyze operating data and metrics to identify opportunities, identify trends and needs, develop action plans, and implement process improvements. 

·  Critically review current processes for effectiveness, quality and simplification. 

·  Collaborate and communicate with management and customers on critical issues and provide business process reports as required.  

·  Recommend innovative technical solutions to improve operational effectiveness.

·  Co-ordination with schools and sales team, support teams and product teams to support customers effectively in defined parameters.

·  Ensuring customer satisfaction for all customer support processes.

·  Acquire in-depth knowledge of the educational products of the company so as to help customers with their queries regarding user interface, product usage, and related processes.

·  Define, communicate, and act on in-depth Customer Support related KPIs or trends including CSAT (Customer Satisfaction Surveys, ensuring optimal customer NPS (Net Promoter Score) and reference ability around our Support programs, and executive-level alignment both internally and externally.

·  Take up additional responsibilities in collaboration with other teams, concerning customer facing requirements of the company as and when required.  

Skills/ Competencies

 

  • Excellent interpersonal skills to interact professionally with customers from within and outside India. 
  • Excellent communication, teamwork, interpersonal and customer service skills.
  • Experience managing a culturally diverse team.
  • Ability to maintain job discretion and handle confidential information.
  • Ability to meet or exceed all published performance standards measured weekly, monthly and YTD
  • Ability to effectively manage time, prioritize tasks and work within deadlines with little supervision.
  • Expert knowledge of MS Office (Outlook, Word, PowerPoint and Excel).
  • Experience in project management, customer support ocustomer communication.

Experience

  • 8 to 12 years of overall experience.
  • 5+ On floor hands-on Customer Support experience.
  • 5+ years of recent experience successfully managing, growing, and scaling a national customer support team, including defining strategic objectives and leading teams to deliver on those objectives, hiring and training first-class internal and outsourced customer support staff, and meeting enterprise-grade SLA/obligations.
  • 3 years Experience as a team leader in the English language based call center environment (voice or non-voice) and in product based support across the country would be preferred.

Location – Ahmedabad/ Bangalore

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