Cineom Broadcast India Pvt Ltd is looking for Customer support manager to join our dynamic team and embark on a rewarding career journey
- The Customer Support Manager is responsible for leading and managing the customer support team to ensure the delivery of exceptional customer service
- They will oversee day-to-day operations, develop and implement support strategies, and foster a customer-centric culture
- The Customer Support Manager will also analyze customer feedback, identify areas for improvement, and collaborate with cross-functional teams to enhance the overall customer experience
Key Responsibilities:
- Lead and manage the customer support team, providing guidance, coaching, and performance feedback to ensure high levels of productivity and customer satisfaction
- Develop and implement customer support strategies, policies, and procedures to improve response times, resolution rates, and overall service quality
- Monitor and analyze customer support metrics, such as response time, resolution time, and customer satisfaction ratings, to identify areas for improvement and drive performance enhancements
- Collaborate with other departments, including sales, product, and operations, to address customer issues, improve processes, and ensure a seamless customer experience
- Establish and maintain strong customer relationships, handling escalated customer inquiries or complaints to ensure prompt and effective resolution
- Develop and deliver customer support training programs to enhance the skills and knowledge of the support team
- Stay updated on industry trends and best practices in customer support and incorporate them into the team's operations
- Utilize customer feedback and market insights to identify opportunities for product or service enhancements and communicate them to relevant teams
- Implement and utilize customer support software and tools to streamline processes, track customer interactions, and generate reports
- Foster a customer-centric culture within the team, emphasizing empathy, professionalism, and a commitment to exceeding customer expectations
- Qualifications and Requirements:Bachelor's degree in business, management, or a related field
- Relevant certifications or coursework in customer service or management are advantageous
- Proven experience in customer support or customer service management roles
- Strong leadership and management skills, with the ability to motivate and inspire a team
- Excellent communication and interpersonal skills, with the ability to effectively communicate with customers and internal stakeholders
- Solid understanding of customer support principles, methodologies, and best practices
- Proficiency in using customer support software, CRM systems, and other relevant tools
- Analytical and problem-solving skills, with the ability to analyze data and metrics to drive improvements
- Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines
- Ability to handle challenging situations and resolve conflicts with professionalism and tact
- Adaptability to changing priorities and ability to work in a fast-paced environment
- Customer-focused mindset and dedication to delivering exceptional service
- Ethical conduct and ability to handle confidential customer information with discretion
- Continuous learning mindset, staying updated on industry trends and advancements in customer support
