Remote Customer Support Manager

Job Description:

We are looking for a Remote Customer Support Manager to join our team at Bharat Heavy Electricals Limited in Mumbai, Maharashtra. As a Mid-to-Senior Level professional with at least 7 years of experience in customer support management, you will be responsible for overseeing and managing our remote customer support team.

Responsibilities: 1. Manage and lead a team of remote customer support representatives, ensuring high levels of customer satisfaction. 2. Develop and implement strategies to improve customer support processes and enhance the overall customer experience. 3. Monitor and analyze key performance metrics to track team performance and make data-driven decisions. 4. Train, mentor, and coach team members to ensure they have the necessary skills and knowledge to excel in their roles. 5. Collaborate with other departments to address customer feedback and resolve issues in a timely and effective manner. 6. Stay up-to-date on industry trends and best practices in customer support to continuously improve our processes. 7. Handle escalated customer inquiries and complaints, providing timely resolutions and maintaining a positive relationship with customers. 8. Develop and implement quality assurance procedures to ensure consistency and accuracy in customer interactions. 9. Communicate regularly with upper management to provide progress updates and insights on customer support operations.

Requirements: 1. Bachelor's degree in Business Administration or related field. 2. Proven experience in customer support management, preferably in a remote work setting. 3. Strong leadership skills and the ability to motivate and inspire team members. 4. Excellent communication and interpersonal skills. 5. Strategic planning and decision-making abilities. 6. Dedication to customer satisfaction and quality service. 7. Ability to work independently and collaboratively with a remote team. 8. Proficiency in customer support software and tools. 9. ITIL certification is a plus.

Personality Traits: 1. Motivated to drive results and achieve goals. 2. Dedicated to delivering exceptional customer service.

Soft Skills: 1. Strategic planning skills. 2. Ability to cooperate and collaborate effectively with team members.

Benefits: 1. Joining Bonus. 2. Visa sponsorship. 3. Remote work flexibility.

Working Environment: At Bharat Heavy Electricals Limited, we strive for excellence and uphold high standards in all our endeavors. We provide a supportive and inclusive work environment where employees can excel and grow in their careers.

Equal Opportunity Statement: Bharat Heavy Electricals Limited is an equal opportunity employer and is committed to promoting a diverse and inclusive workplace. We welcome applications from all qualified individuals, regardless of race, gender, age, religion, or disability.

How to apply:

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