Designation: Assistant Manager – Customer Support
Years of Experience: 6-8 Years
Location: Bangalore
Workdays: Monday – Saturday
Job responsibility:
• Ticket Management: Monitor, prioritize, and assign customer support tickets daily to ensure timely closure within defined TAT. Follow up on pending tickets. Take full ownership of customer issues until complete resolution. Ensure accurate documentation and closure of all resolved cases.
• Meter & Service Monitoring - Monitor non-functional/offline meters daily. Identify and assign service calls to the respective field teams. Track the progress of assigned calls and ensure timely resolution.
• Client Issue resolution: Act as the primary point of escalation for high-priority client issues, ensuring explicit, empathetic, and timely communication until full resolution.
• Call Center Management - Supervise and monitor the performance of the third-party call center. Track key call center KPIs such as Missed Call Rate, TAT, First Response Time, Resolution Rate, Productivity, and Ticket Closure Rate.
• Cross functional coordination:
Coordinate with Project and support field staff members, clients, internal teams (customer success, finance, IT and other relevant departments).
• Focus on identifying recurring product issues, analyzing failure trends, and driving improvements in customer experience and service quality. Escalate critical or recurring issues to the appropriate stakeholders.
• Process and training: Train call center agents on product knowledge, processes, and customer handling. Provide real-time support to agents in addressing complex customer queries.
Skill set required:
• 6+ years of experience in customer support in B2C Segment
• Strong customer service and problem-solving skills
• Good understanding of ticketing/service management processes
• Exceptional written and verbal communication skills, with the ability to understand technical/productrelated issues and communicate them effectively. Knowledge of lo