Customer Support Manager

Roles and Responsibilities :

• Manage customer escalations in a timely and efficient manner to resolve complex issues related to broadband services.
• Coordinate with internal teams for fault management, query resolution, and issue escalation to ensure minimal downtime or disruption in service delivery.
• Develop and maintain relationships with customers through effective communication, empathy, and problem-solving skills to resolve their concerns promptly.
• Analyze data from various sources (e.g., CRM systems) to identify trends, patterns, and areas for improvement in customer service processes.

Job Requirements :

• 3-20 years of experience in telecom/ISP industry with expertise in broadband services.
• Strong understanding of router configuration, fault management, query resolution, service assurance, and escalations procedures.
• Excellent customer service skills with ability to handle high-pressure situations calmly; strong written & verbal communication skills required.