Assistant Manager - Customer Support (3-9 Yrs) Kolkata/West Bengal (After-Sales/Customer Service)

Key Responsibilities: 1) Team Management: - Lead, mentor, and motivate the customer support team.
-Conduct regular performance reviews, provide feedback and professional development.
-Manage scheduling, staffing and resource allocation to meet support demand. 2) Customer Experience: - Develop and implement strategies to improve overall customer satisfaction and loyalty.
-Analyze customer feedback and support metrics to identify areas of improvement.
-Handle complex or escalated customer issues and timely resolution. 3) Process Improvement: - Evaluate and enhance customer support processes and procedures.
-Implement best practices and innovative solutions to improve efficiency and effectiveness.
-Monitor and report on key performance indicators (KPIs) to track team performance and customer satisfaction 4) Training and Development: - Design and deliver training programs for new and existing team members - Ensure the team is knowledgeable about company products, services and policies.
-Promote a culture of continuous learning and improvement. 5) Collaboration: - Work closely with other departments, such as Sales, Product, and Marketing, to ensure a cohesive approach to customer service.
-Provide feedback to product and development teams based on customer insights and support trends. 6) Reporting and Analysis: - Prepare and present regular reports on customer support activities, trends, and performance metrics.
-Utilize data to make informed decisions and drive strategic initiatives. 7) Compliance and Standards: - Ensure that the customer support team adheres to company policies, procedures, and industry regulations.
-Maintain a high standard of professionalism and service excellence. Qualifications: - Bachelor s degree in Business Administration, Communications, or a related field.
-At least 3-6 years of experience in customer support, with 2 years in a managerial or supervisory role. (ref:updazz.com)

Payroll Type : Permanent