Assistant Support & Service Manager

Job description:

Key Responsibilities

• Manage daily customer support and service activities to ensure timely and effective resolution of customer issues.

• Monitor support tickets, service requests, and customer inquiries to ensure adherence to service level agreements (SLAs).

• Handle complex customer complaints and escalations, providing prompt and satisfactory resolutions.

• Coordinate with internal departments to address customer concerns and service-related issues.

• Build and maintain strong relationships with customers and key stakeholders.

• Ensure consistent communication with customers regarding service updates and issue resolution.

• Support customer retention and satisfaction initiatives.

• Work closely with Sales, Operations, Technical, Product, and Quality teams to improve service delivery.

Qualifications

• Bachelor's degree in Business Administration, Customer Service Management, Operations Management, Engineering, or a related field.

• Relevant certifications in Customer Service, IT Service Management, or Operations Management are an advantage.

Experience

• 2–3 years of experience in customer support, service operations, or customer success.

• Prior experience in team supervision is preferred

Required Skills

• Strong customer service orientation.

• Excellent verbal and written communication skills.

• Leadership and team management abilities.

• Problem-solving and conflict resolution skills.

• Ability to manage multiple priorities in a fast-paced environment.

• Data analysis and reporting skills.

• Knowledge of CRM, ticketing, and service management systems.

• Proficiency in Microsoft Office Suite and reporting tools.

Benefits:

• Cell phone reimbursement

• Provident Fund

Work Location: In person

• It is a Full Time కస్టమర్ మద్దతు / టెలికాలర్ job for candidates with 1 - 3 years of experience.