Customer Support Manager

Job Description:

PharmEasy, a leading online pharmacy and healthcare platform in Kolkata, West Bengal, is seeking a Customer Support Manager to join our team. As a mid-to-senior level position, we are looking for a candidate with at least 8 years of experience in customer support management.

Responsibilities: 1. Manage and lead a team of customer support representatives to ensure high-quality customer service. 2. Develop and implement customer support strategies to enhance customer satisfaction and retention. 3. Oversee the resolution of customer inquiries, complaints, and escalations in a timely and efficient manner. 4. Analyze customer support metrics and KPIs to identify areas for improvement and implement solutions. 5. Collaborate with other departments, such as operations and product development, to provide feedback on customer issues and enhance overall customer experience. 6. Conduct regular training sessions for the customer support team to improve their skills and performance. 7. Prepare and deliver presentations to senior management on customer support performance and initiatives. 8. Stay up-to-date on industry trends and best practices in customer support management.

Requirements: 1. Bachelor's degree in business administration or related field. 2. Proven experience in customer support management, preferably in the healthcare or e-commerce industry. 3. Strong analytical and problem-solving skills. 4. Excellent communication and presentation skills. 5. Resilient and reliable personality traits. 6. Proficient in using customer support software and tools. 7. Ability to work in a fast-paced environment and adapt to changing priorities. 8. Experience in managing and motivating a team of customer support representatives. 9. Knowledge of customer service best practices and industry standards.

Benefits: 1. Paid sick leave 2. Dental insurance 3. Relocation allowance 4. Competitive salary and incentives

Working Environment: At PharmEasy, we prioritize quality in all aspects of our work, products, and services. We strive to create a positive and collaborative work environment where employees can thrive and contribute to our mission of providing convenient and reliable healthcare solutions to our customers.

Deadline to Apply: June 11, 2024

Equal Opportunity Statement: PharmEasy is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other protected status. We are committed to creating a diverse and inclusive workplace where all employees feel valued and respected.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.