Customer Support Manager
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Job Location:
Monthly Salary:
Posted on:
6 days ago
Vacancies:
1 Vacancy
Job Summary
Location: Bangalore
Department: Customer Support
Role Type: Full-time Manager
About the Role
We are looking for a dynamic Customer Support Manager to lead our support operations in Bangalore. The ideal candidate will be responsible for driving customer satisfaction ensuring top-quality service delivery and managing day-to-day operations with high efficiency.
Key Responsibilities
Lead and manage the customer support team (Voice & Non-Voice) to deliver high CSAT quality and service levels.
Monitor daily operations queue management staffing and adherence to SLAs.
Drive performance metrics including FCR AHT Quality and Resolution rates.
Handle escalations and ensure timely and effective customer issue resolution.
Conduct regular reviews with team leaders quality teams and cross-functional stakeholders.
Should have good knowledge of CS tools like CRM Telephony etc
Implement process improvements to increase efficiency and reduce customer complaints.
Collaborate with Product Tech and Operations to represent customer insights and improve workflows.
Own training coaching and development plans for the team.
Prepare daily/weekly/monthly performance reports for leadership review.
Prepare weekly roster and manpower planning
Key Skills & Competencies
Strong leadership and people management skills.
Excellent communication (written and verbal).
Analytical mindset with proficiency in Excel/Google Sheets and reporting.
Ability to work under pressure in a fast-paced environment.
Problem-solving and decision-making capability.
Exposure to CRM tools (Freshdesk Zendesk or similar).
Experience Required
58 years of experience in Customer Support with at least 23 years in a managerial role.
Experience handling large teams (50100 associates) preferred.
Background in healthcare e-commerce telecom or BPO operations is an added advantage.
Education
Graduate or Postgraduate in any discipline. MBA preferred.
Required Experience:
Manager
Key Skills
- Design Engineering
- Baan
- Customer Service
- Fund Management
- ABAP
- Elevator
About Company
MediBuddy is one of the best (cashless) healthcare providers in India. At MediBuddy you can book Health check packages, online lab tests, online medicines, online doctor consultation, teleconsultation, dental consultation and many more. You can also book outpatient, inpatient, and wel ... View more
