Deputy Manager - Customer Support

Location: Gurgaon

Department: Customer Support

Designation: Deputy Manager

Reports To: Head of the department

Working conditions: Mon-Fri - Office, Sat - Work from home

Job Summary: The Customer Support Operations Supervisor is responsible for overseeing the

day-to-day operations of Customer Support. This role involves managing a team of outsourced

customer support representatives, identifying process gaps, developing and implementing

policies, and ensuring customer satisfaction. The successful candidate will work closely with the

vendor and BU to streamline processes and improve service efficiency.

Key Responsibilities:

1. Operations Management:

○ Oversee the day-to-day activities of the customer Support team by coordinating

with the vendor

○ Ensure that customer inquiries and issues are resolved promptly and effectively

○ Monitor team performance against established KPIs and service levels (AHT,

Missed, No response, FRT, Quality Score%, CSAT, repeat ratio, Occupancy etc)

2. Customer Interaction:

○ Handle complex or escalated customer inquiries and complaints.

○ Ensure a high level of customer satisfaction by providing timely and effective

solutions.

○ Foster positive relationships with customers through excellent communication

and service.

3. Reporting and Analysis:

○ Track and report on team performance metrics, including response times,

resolution rates, and customer satisfaction scores.

○ Conduct thorough analyses of existing business processes to identify areas for

improvement

4. Process Improvement:

○ Identify opportunities for improving customer support processes and procedures.

○ Collaborate with cross-functional teams, analyzing business processes, and

implementing strategies to enhance overall performance

○ Collaborate with key stakeholders to gather insights and feedback on current

processes.

Qualifications:

• Bachelors degree
• Minimum of 6 years of experience, with at least 2 years in a supervisory or managerial

role