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 recent 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 new 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 department managers

- Updating their team on new procedures

- Analyzing customer support data

- Maintaining detailed records of customer interactions

Job Type: Full-time

Work Location: In person

Exp.- 12 Years experience in Internal voice process preferably retail tech, fintech, or supply chain systems.

📌 Customer Support Manager (Hyderabad)
🏢 MostEdge
📍 Hyderabad