Manager (Customer support)

Key Responsibilities:

1. Customer Relationship Management:

o Act as the primary point of contact for key B2B clients, addressing inquiries, resolving issues, and maintaining strong relationships.

o Understand client requirements and provide tailored solutions to enhance customer satisfaction.

2. Team Leadership:

o Lead, mentor, and manage the customer support team to deliver high-quality service.

o Monitor performance metrics, provide regular feedback, and implement training programs.

o Foster a collaborative and proactive team environment.

3. Operational Management:

o Develop and implement customer support policies, procedures, and standards to streamline operations.

o Ensure timely and accurate responses to customer inquiries via various channels (email, phone, chat).

o Collaborate with internal departments (sales, logistics, technical support) to resolve customer issues effectively.

4. Performance Monitoring and Reporting:

o Track and analyze customer service metrics (e.g., response time, resolution rate, NPS).

o Generate and present regular reports to senior management.

o Identify trends and recommend improvements based on feedback and data.

5. Product Knowledge:

o Maintain a deep understanding of the company's electrical components and their applications.

o Provide clients with accurate technical information and coordinate with the technical team for advanced queries.

6. Escalation Management:

o Handle complex customer complaints and escalations professionally and effectively.

o Ensure prompt resolution and follow-up to maintain client trust and satisfaction.

Qualifications:

• Bachelors degree in business administration, Electrical Engineering, or a related field.
• 5+ years of experience in B2B customer support, preferably in the electrical or industrial sector.
• Proven experience in managing and leading a customer support team.
• Strong understanding of electrical components and their industrial applications is a plus.
• Excellent communication, problem-solving, and interpersonal skills.
• Proficient in CRM software and Microsoft Office Suite.
• Strong analytical and reporting skills.

Key Competencies:

• Customer-centric mindset.
• Leadership and team management skills.
• Ability to handle high-pressure situations and resolve conflicts effectively.
• Strong organizational skills and attention to detail.
• Proactive and adaptable to dynamic business needs.

Key Responsibilities:

1. Customer Relationship Management:

o Act as the primary point of contact for key B2B clients, addressing inquiries, resolving issues, and maintaining strong relationships.

o Understand client requirements and provide tailored solutions to enhance customer satisfaction.

2. Team Leadership:

o Lead, mentor, and manage the customer support team to deliver high-quality service.

o Monitor performance metrics, provide regular feedback, and implement training programs.

o Foster a collaborative and proactive team environment.

3. Operational Management:

o Develop and implement customer support policies, procedures, and standards to streamline operations.

o Ensure timely and accurate responses to customer inquiries via various channels (email, phone, chat).

o Collaborate with internal departments (sales, logistics, technical support) to resolve customer issues effectively.

4. Performance Monitoring and Reporting:

o Track and analyze customer service metrics (e.g., response time, resolution rate, NPS).

o Generate and present regular reports to senior management.

o Identify trends and recommend improvements based on feedback and data.

5. Product Knowledge:

o Maintain a deep understanding of the company's electrical components and their applications.

o Provide clients with accurate technical information and coordinate with the technical team for advanced queries.

6. Escalation Management:

o Handle complex customer complaints and escalations professionally and effectively.

o Ensure prompt resolution and follow-up to maintain client trust and satisfaction.

KRA:

1. Set up the department and integrate with call telephony , WhatsApp channel

2. manage tickets across channels within defined TAT

3. ensure quality of call centre replies

4. constantly train n upgrade skills of the call centre agents

5. manage calls related to order status, new enquiries and complains.

Qualifications:

• Bachelors degree in business administration, Electrical Engineering, or a related field.
• 5+ years of experience in B2B customer support, preferably in the electrical or industrial sector.
• Proven experience in managing and leading a customer support team.
• Strong understanding of electrical components and their industrial applications is a plus.
• Excellent communication, problem-solving, and interpersonal skills.
• Proficient in CRM software and Microsoft Office Suite.
• Strong analytical and reporting skills.

Key Competencies:

• Customer-centric mindset.
• Leadership and team management skills.
• Ability to handle high-pressure situations and resolve conflicts effectively.
• Strong organizational skills and attention to detail.
• Proactive and adaptable to dynamic business needs.