Manager - Customer Support - BPO (2-4 yrs)

Position: Customer Support Lead.

Location: Surat Dumas Road, Surat.

Job Summary.

- We are seeking a dynamic and customer-focused Customer Support Lead to oversee and enhance our customer service operations.

- The ideal candidate will be passionate about delivering outstanding service, managing a team, and ensuring customer satisfaction.

- You will play a key role in maintaining and improving the company's reputation while aligning customer support efforts with business goals.

Key Responsibilities:

Team Leadership:.

- Lead, mentor, and motivate the customer support team to meet performance goals.

- Develop training programs to enhance team skills in customer interaction and problem resolution.

- Schedule and monitor team shifts to ensure seamless coverage across all customer support channels.

Customer Support Operations:.

- Oversee day-to-day customer service activities across email, chat, phone, and social media channels.

- Resolve escalated customer issues promptly and professionally.

- Analyze customer inquiries to identify trends and propose improvements in processes and policies.

Cross-Functional Collaboration:.

- Work closely with the e-commerce, marketing, and logistics teams to address customer concerns faster and improve the overall shopping experience.

- Maintain and manage tools and platforms required to monitor and enhance customer support activities.

- Act as a liaison between customer support and other departments to ensure alignment and efficiency.

Strategy and Reporting:.

- Develop and implement strategies to improve customer satisfaction and retention.

- Monitor key performance metrics such as response times, resolution rates, and customer satisfaction scores.

- Generate regular reports for senior management with actionable insights.

Qualifications:

- Proven experience in a leadership role within customer support, preferably in ecommerce or fashion retail.

- Excellent written and verbal communication skills.

- Strong problem-solving and conflict-resolution abilities.

- Proficiency with customer support software.

- Familiarity with tools and systems for managing customer service activities.