Customer Service Support Manager (10-15 yrs)

Designation : Global Customer Support Head.

Reporting to : CEO.

Location : Chennai, India.

Years of Experience : 10+ years.

Job Profile :

The Global Customer Support Head has the primary objective of driving the vision for consistency in customer support standards.

The Global Support Head is accountable for shaping and delivering the business's consumer service propositions to drive the overall performance of the department.

The Global Customer Support Head balances customer support strategy with delivery and champions for people management, performance management, and talent agendas, enabling excellence in customer support delivery, upholding a consumer-centric focus and mind-set of surpassing departmental expectations.

The Global Customer Support Head oversees cost effectiveness, productivity, and the provision of customer support procedures that nurture continuous improvement.

Acsys Technologies is looking for an individual with a hands-on approach, a passion for customer service and someone who really cares about their people, their training and development.

You will manage your team to set and lead on customer objectives, performance expectations and service level agreements.

Roles and Responsibilities :

- Driving performance of the processes in terms of efficiency and effectiveness and ensure compliance Service Level Agreements.

- Leads ground/ local support for customer support agents and heads, developing and implementing efficient officers in implementing efficient customer experience.

- Provide leadership and direction to the entire customer support department.

- Liaise with internal stake holders to ensure timely resolution to the customer complaints.

- Collect and collate data by generating periodic reports to carry out value added analysis to facilitate strategy planning and monthly reviews.

- Responsible to review and analyse performance report regularly with team to ensure that targets specified by the business are met.

- Measure and report, SLA efficiency.

- Timely & Accurate MIS & Report generation.

- Take responsibility for the customer queries and escalations.

- Conducting financial analysis for the department, managing the departmental budget, voicing any additional financial support to the finance department for facilitating improvement in customer support initiatives.

- Act as main point of contact for key clients to facilitate and coordinate on customer queries.

- Train and nurture the team to ensure the company maintains the highest customer service standards.

- Train and nurture the Customer Service Team to improve and maintain their technical knowledge of company formation.

Key Result Areas :

- Customer satisfaction and assuring minimal escalation.

- Compliance to delivery schedule, error free documentation.

- Timely & Accurate MIS & Report generation.

- Maintenance of KPI's for the team.

Essential skills :

- Strong Operations and Customer support experience with minimum of 8 years of relevant experience.

- Knowledge and experience in supporting, web and mobile app based products / services.

- Exposure to the Voice and NonVoice processes of Customer Support.

- Hands on experience of Customer Support metrics and success measures.

- Hands on experience in creating Knowledgebase documents.

- Experience in working on JIRA Service Desk or any other customer service desk tool.

- A suitable candidate will demonstrate a keen understanding of financial metrics inclusive of cost management, budget setting, call forecasting, and revenue generation.

- The candidate will also possess strong skills in data management, root cause analysis, and processing, having an ability to translate raw consumer support data and information into actionable solutions and strategies.

Desired Skills :

- Excellent interpersonal and communication skills.

- Self-motivated working under minimal supervision.-

- Ability to operate in a changing and ambiguous environment.

- Good time management skills, ability to priorities tasks effectively.

- Good communication skills with the ability to present complex technical information in a clear and concise manner to the customers.

- Experienced in working with multi-time zone & multi-cultural team.