Ship Global Express - Manager - Customer Support (5-10 Yrs) Delhi NCR/Delhi/Gurgaon/Gurugram/Noida/Faridabad (After-Sales/Customer Service)

Job Summary :We are seeking an experienced and dedicated Customer Support Manager to lead our support team and ensure a seamless customer experience. The ideal candidate will excel in problem-solving, have strong leadership abilities, and be passionate about customer satisfaction and continuous improvement.Key Responsibilities :- Team Management : Lead, mentor, and support a team of customer support representatives, ensuring high performance and consistent standards of customer service.- Customer Interaction : Oversee the handling of customer inquiries, concerns, and issues via phone, email, and chat, ensuring timely and effective responses.- Performance Metrics : Set, track, and report on key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction.- Process Improvement : Identify trends, develop, and implement strategies to improve service quality, response times, and overall customer experience.- Training and Development : Develop training programs to continuously improve team skills and customer interactions.- Escalation Management : Act as the primary point of escalation for complex customer issues, resolving conflicts and ensuring customer satisfaction.- Collaboration : Work closely with other departments such as Product, Sales, and Marketing to ensure cohesive customer support strategies.- Feedback Loop : Collect and analyze customer feedback to communicate insights to the relevant teams for product and service enhancements.Qualifications :- Experience : Bachelor s degree in Business, Marketing, Communications, or a related field; proven experience in customer support or a related field, with at least 3 years in a managerial role.- Leadership : Demonstrated ability to manage, motivate, and develop a high-performing customer support team.- Communication : Exceptional verbal and written communication skills; able to handle sensitive information with empathy and professionalism.- Analytical Skills : Proficiency in data analysis and familiarity with customer support KPIs, with the ability to drive strategic changes.- Technical Proficiency : Familiarity with customer support software (e.g., Zendesk, Freshdesk, Salesforce) and CRM tools.- Problem-Solving : Strong troubleshooting abilities, capable of remaining calm and composed under pressure.What We Offer :- Competitive salary and benefits package- Professional growth opportunities- A collaborative and dynamic work environment- Opportunity to make a meaningful impact on our customer experience strategy (ref:updazz.com)

Payroll Type : Permanent