Manager – Customer Support
Department : Customer Support
Qualification : Any PG or any graduate from a reputed academic institution
PURPOSE OF THE JOB
Provide a high quality customer service experience to enhance the quality of support. A Customer Support Team is responsible for assisting customers with their questions about any supported software and computing platforms to the best of his/her ability, in a professional and courteous manner.
- Detailed Voice Sales & Support related Training
- Manage Support team and flawless operation and Support 24/7
- Ensure minimum downtime or Turnaround time for any revert to customer
- Keeping the team motivated and ensuring everyone is doing their part of work sincerely
- Coach team member to outperform their work by best means and helping them with required resources and training
- Administers the mock calls to maintain the quality and standards of the company.
- Liaising with various departments for pending issues and implementation of new projects.
- Process Creation and Process implementation.
- Manpower Planning and escalating requisition
- Regular update to management and concerned people on department performance
- Setting and informing the quality guidelines and ensuring its implementation.
- Rostering and team management
- Coordination with US team (business Development / Sales / RA / Support) for pending items and burning issues.
- Performance evaluation of the team and helping them in appraisals.
TECHNICAL / FUNCTIONAL SKILLS REQUIRED
Strong organizational skills and ability to multi-task in a small business environment. Excellent Communication Skills and interpersonal skills. Problem solving skills and analytical skills
SOFT SKILLS REQUIRED:
Very positive minded person with an attitude of helping the customers by resolving their issues on time.