BPO - Customer Support Manager

Job role :

We are looking for an experienced Customer Service Manager to provide excellent customer service and promote this idea throughout the organisation. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations. He/she will handle a PAN India customer support team of around 25 agents along with 2 Team Leaders at Chennai Head Office.

Responsibilities :

• Improve customer service experience, create engaged customers and facilitate organic growth

• Ensure timely resolution of customer issues through various channels like inbound & outbound calls, email, chat, and social media

• Take ownership of customers' issues and follow problems through to resolution with respective cross-functional teams

• Develop service procedures, policies and standards based on frequent customer issues

• Keep accurate records and document customer service actions and discussions

• Analyse statistics and compile accurate reports

• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

• Keep ahead of industry s developments and apply best practices to areas of improvement

• Control resources and utilise assets to achieve qualitative and quantitative targets

• Adhere to and manage the approved budget

• Maintain an orderly workflow according to priorities

• Focus on CSAT and FCR. Monitoring the ABD, AHT, FCR, first response, and resolution time on chat

Requirements and skills :

• Minimum 8+ years of relevant experience as a Customer Service Manager with 5 years of experience in a supervisory role in customer service support

• Proficiency in English

• Working knowledge of customer service software, databases, tools, and chat Bots

• Awareness of the industry s latest technology trends and applications

• Ability to think strategically and lead

• Strong client-facing and communication skills

• Customer service orientation

Interested candidates sh