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YANTRIK Technologies

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1.9

based on 6 Reviews

2 YANTRIK Technologies Jobs

Customer Support Manager

Yantrik Technologies

1.9

based on 6 Reviews

3-7 years

Faridabad

1 vacancy

Customer Support Manager

YANTRIK Technologies

posted 2mon ago

Job Role Insights

Fixed timing

Key skills for the job

Software Configuration Management Customer Service Salesforce Customer Support CRM Customer Experience Management

+ 8 more

Job Description

Yantrik Technologies is looking for Customer Support Manager to join our dynamic team and embark on a rewarding career journey.

The Customer Support Manager is responsible for leading and managing the customer support team to ensure the delivery of exceptional customer service
They will oversee day-to-day operations, develop and implement support strategies, and foster a customer-centric culture
The Customer Support Manager will also analyze customer feedback, identify areas for improvement, and collaborate with cross-functional teams to enhance the overall customer experience
Key Responsibilities:Lead and manage the customer support team, providing guidance, coaching, and performance feedback to ensure high levels of productivity and customer satisfaction
Develop and implement customer support strategies, policies, and procedures to improve response times, resolution rates, and overall service quality
Monitor and analyze customer support metrics, such as response time, resolution time, and customer satisfaction ratings, to identify areas for improvement and drive performance enhancements
Collaborate with other departments, including sales, product, and operations, to address customer issues, improve processes, and ensure a seamless customer experience
Establish and maintain strong customer relationships, handling escalated customer inquiries or complaints to ensure prompt and effective resolution
Develop and deliver customer support training programs to enhance the skills and knowledge of the support team
Stay updated on industry trends and best practices in customer support and incorporate them into the team's operations
Utilize customer feedback and market insights to identify opportunities for product or service enhancements and communicate them to relevant teams
Implement and utilize customer support software and tools to streamline processes, track customer interactions, and generate reports
Foster a customer-centric culture within the team, emphasizing empathy, professionalism, and a commitment to exceeding customer expectations
Qualifications and Requirements:Bachelor's degree in business, management, or a related field
Relevant certifications or coursework in customer service or management are advantageous
Proven experience in customer support or customer service management roles
Strong leadership and management skills, with the ability to motivate and inspire a team
Excellent communication and interpersonal skills, with the ability to effectively communicate with customers and internal stakeholders
Solid understanding of customer support principles, methodologies, and best practices
Proficiency in using customer support software, CRM systems, and other relevant tools
Analytical and problem-solving skills, with the ability to analyze data and metrics to drive improvements
Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines
Ability to handle challenging situations and resolve conflicts with professionalism and tact
Adaptability to changing priorities and ability to work in a fast-paced environment
Customer-focused mindset and dedication to delivering exceptional service
Ethical conduct and ability to handle confidential customer information with discretion
Continuous learning mindset, staying updated on industry trends and advancements in customer support