Customer Support Manager

3 - 5 years

3 - 4 Lacs

Posted:1 day ago| Platform: GlassDoor logo

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Work Mode

On-site

Job Type

Full Time

Job Description

Here’s a detailed Job Description (JD) for the Customer Experience Manager role at Book Water Tech Pvt Ltd:

Job Title: Customer Experience Manager
Department: Customer Support / Customer Experience
Location: Annasalai
Reporting to: Chief Operations Officer / Founders

Job Purpose:

To lead the Customer Experience team in delivering outstanding service to customers, enhancing customer satisfaction and loyalty, resolving issues efficiently, and implementing systems to ensure consistent, high-quality service delivery across all customer touchpoints.

Key Responsibilities:

  • Customer Experience Strategy & Execution:
  • Develop and implement customer experience strategies aligned with the company's goals.
  • Identify key pain points in the customer journey and proactively improve processes.
  • Team Leadership & Management:
  • Lead, mentor, and motivate the customer support team to ensure high performance.
  • Define KPIs and monitor team performance regularly.
  • Plan team size and hiring based on service demand.
  • Customer Communication & Support:
  • Handle escalated customer complaints and ensure timely resolution.
  • Maintain SLAs for response time, issue resolution, and overall satisfaction.
  • Process Improvement:
  • Use feedback from customers to suggest improvements in product, service, and communication processes.
  • Collaborate with other departments (Sales, Operations, Quality Control) for process alignment.
  • Data & Insights:
  • Track and report key metrics: NPS, CSAT, resolution time, and ticket volume.
  • Analyze patterns in complaints and feedback to identify root causes.
  • Technology & Tools:
  • Manage the implementation and optimization of CRM or customer support tools.
  • Recommend tools to improve customer interaction and tracking.
  • Training & Quality:
  • Develop training modules for new joiners and conduct regular refresher sessions.
  • Monitor call/email/chat quality and take corrective measures.

Key Requirements:

  • Education: Bachelor’s degree in any discipline (MBA preferred).
  • Experience: 3–5 years in customer support/service roles, with at least 1 year in a managerial role.
  • Skills:
  • Excellent communication (verbal and written)
  • Leadership and team management
  • Problem-solving and conflict resolution
  • Data analysis and customer feedback interpretation
  • Proficiency in CRM/ticketing system.

Job Type: Full-time

Pay: ₹25,173.59 - ₹35,482.39 per month

Benefits:

  • Provident Fund

Work Location: In person

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