The Customer Support Manager is responsible for leading and managing all aspects of customer service operations, ensuring a high-quality and consistent support experience for students. This role requires strong leadership, communication, and problem-solving skills, with a focus on building and maintaining strong customer relationships. The successful candidate will oversee a team of customer service representatives across multiple branches, handle escalated inquiries, and drive continuous improvement in customer service processes and procedures.
Key Responsibilities:
Customer Grievance Management:
Address and resolve customer complaints effectively and promptly.
Maintain a comprehensive log of grievances, resolutions, and trends for continuous improvement.
Ensure customer satisfaction by aligning solutions with their needs.
Center and Branch Operations:
Supervise customer service teams across the main centre and branches.
Standardize customer service protocols and ensure uniformity in service quality across locations.
Monitor daily operations, addressing escalations and ensuring operational efficiency.
Forecasting and Planning:
Anticipate customer service demand based on business trends and seasonal activities.
Allocate resources effectively to meet forecasted demand.
Collaborate with management for budget planning and optimizing service delivery.
Training and Development:
Develop and implement training programs for customer service representatives.
Conduct periodic performance evaluations and provide constructive feedback.
Technology and Reporting:
Leverage CRM and ERP tools for customer data management and process automation.
Generate reports on service metrics and customer feedback for strategic decisions.
Identify opportunities for technology adoption to improve service quality.
Requirements:
Education: Bachelor’s degree in Business Administration, Customer Service, or a related field.
Experience: Minimum 5 years of experience in customer service, with at least 3 years in a Managerial or Team Lead experience in Customer Service.
Proven track record in handling customer grievances and branch-level operations.
Should be able to speak English and Hindi.
Skills:
Technical:
Familiarity with CRM tools, ERP applications, and customer feedback systems.
Basic understanding of financial forecasting and resource planning.
Interpersonal:
Strong communication and negotiation skills to mediate grievances effectively.
Leadership capabilities to manage teams and ensure performance consistency.
Analytical:
Proficient in data-driven decision-making for forecasting and resource allocation.
Skilled in creating action plans based on customer feedback and service metrics.