Customer Support Manager

Roles and Responsibilities :

• Manage a portfolio of high-profile clients, ensuring exceptional service delivery and building strong relationships through effective communication, empathy, and problem-solving skills.
• Lead cross-functional teams to resolve complex issues escalated from lower levels, utilizing expertise in client account management, escalation management, and crisis resolution.
• Develop strategies to retain existing clients by identifying their needs and providing tailored solutions that meet those needs while maintaining transparency throughout the process.
• Collaborate with internal stakeholders to ensure seamless integration of services across departments.

Job Requirements :

• 5-10 years' experience in BPO/Call Centre environment with a focus on Client Account Management or similar role.
• Proven track record in managing multiple clients simultaneously with excellent client handling skills.
• Strong understanding of CRM systems and ability to leverage data analytics for informed decision-making.