- Team Leadership: Leading and managing a team of customer support representatives, setting performance goals, providing guidance, and conducting regular coaching and training
- Customer Relationship Management: Building strong relationships with customers, addressing their inquiries, concerns, and feedback, and ensuring prompt and effective issue resolution
- Service Quality: Monitoring and maintaining high service quality standards, ensuring that customer interactions are handled professionally, courteously, and in line with company policies
- Strategic Planning: Developing strategies and initiatives to enhance the overall customer support experience, streamline processes, and improve efficiency
- Performance Metrics: Tracking and analyzing key performance indicators (KPIs) related to customer support, such as response times, resolution rates, customer satisfaction scores, and more
- Process Improvement: Identifying opportunities for process improvement within the customer support workflow and implementing changes to enhance operational efficiency
- Training and Development: Providing ongoing training and professional development opportunities for customer support staff to improve their skills and knowledge
Role:
Customer Success AssociateIndustry Type:
IT Services & ConsultingDepartment:
Customer Success, Service & OperationsEmployment Type:
Full Time, PermanentRole Category:
Customer Success
EducationUG:
Any GraduatePG:
Any Postgraduate
Key Skills