Responsibilities:
Accountability
- Managing the customer support departments day-to-day functions
- Implementing customer support processes to enhance customer satisfaction
- Formulating and revising customer support policies and promote their implementation
- Informing the team of all new information related to products, procedures, and trends
- Lead a team of team leads & associates
- Maintain 100% accuracy on call resolution
- Need to monitor each interaction happening with customers & provide solutions to CRM tickets & data issues
- Proactive interactions with customers and work on feedback from them and give an update to the team
- Work on team appraisals and give inputs to the management team
- Assessing support statistics and preparing detailed reports on the findings
- Interviewing and hiring recent employees
- Overseeing and evaluating the team's ongoing training efforts
- Delivering performance evaluations and following the disciplinary process according to company policy
- Managing the budget of the customer support department
- Exceptional with communication (Eng,



Hindi & Telugu) verbal & written
- Proficient using all Microsoft Tools (Office - Excel, Word, PPT; Outlook, Teams etc
- Product Knowledge & Customer Management
- International Voice process experience

Scope
- Manage daily workflow within the customer service department
- Create and track customer service goals
- Supervise a team of customer service representatives
- Assist in developing an effective customer loyalty program
- Respond to customer inquiries on a regular basis
- Receive and implement customer feedback to improve the quality of service
- Manage daily progress in meeting important business metrics
- Generate detailed reports on customer interactions
- Provide additional upskilling or learning opportunities for team members
- Oversee the budget for the customer service department

Outcomes:
- Managing the department budget
- Completing performance evaluations
- Coordinating with other

📌 Customer Support Manager (Hyderabad)
🏢 MostEdge
📍 Hyderabad