Experience: 5–7 Years
Location: Paschim Vihar, Delhi
Employment Type: Full-Time
Job Responsibilities
- Lead and manage our 4 divisions – outbound sales, Customer Support, Subscription, survey & feedback to ensure excellent customer experience.
- Setup and oversee CRM operations, WhatsApp API, Ticketing System, IVR, and Email Support flow.
- Monitor customer queries, escalations, and ensure timely resolution.
- Develop strategies to improve Customer Satisfaction (CSAT) and Customer Retention.
- Manage customer feedback and survey processes to drive service improvements.
- Coordinate with internal teams to ensure smooth support operations.
- Track support KPIs and prepare performance reports.
Required Skills
- Solid knowledge of CRM systems.
- Hands-on experience with WhatsApp API.
- Experience with Ticketing Systems
- Good understanding of IVR and Email Flow Management.
- Strong focus on Customer Retention and Customer Satisfaction.
- Experience in Feedback & Survey Management.
- Excellent verbal and written communication skills.
- Strong leadership, problem-solving, and team management abilities.
Experience Required: 4–7 years in Customer Support/Customer Service Operations, with prior team handling experience preferred.