HR Lead at Onedios Service Pvt. Ltd
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OneDios - Manager - Customer Support (5-7 yrs)
Job Description :
- We are seeking an experienced Customer Support Manager to lead and manage our customer support team. The Customer Support Manager will be responsible for ensuring the delivery of high-quality customer service, resolving customer inquiries and issues, and optimizing support processes to enhance customer satisfaction.
Responsibilities :
Team Leadership :
- Lead, mentor, and motivate the customer support team. Set performance expectations and monitor individual and team performance.
Customer Interaction :
- Handle escalated customer inquiries and complaints.
- Collaborate with team members to resolve complex issues.
Process Improvement :
- Continuously assess and optimize customer support processes for efficiency and effectiveness.
- Implement best practices to enhance customer service delivery.
Data Analysis :
- Collect and analyze customer support data to identify trends and areas for improvement.
- Create and share reports with insights and recommendations.
Training and Development:
- Provide training and development opportunities for team members.
- Ensure that the team is up-to-date on product knowledge and support techniques.
Quality Assurance:
- Establish and maintain quality standards for customer support interactions.
- Conduct regular quality assessments and coaching sessions.
Customer Feedback :
- Solicit and collect customer feedback and use it to drive improvements in products and services.
Qualifications :
- Bachelor's degree in business, management, or a related field (or equivalent work experience).
- Proven experience in a customer support or service role.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Problem-solving and conflict-resolution abilities.
- Data analysis and reporting skills.
- Familiarity with customer support software and tools.