Head - Customer Support - Internet/Online

Customer Support-Head

1. Managing the customer support department's day-to-day functions.

2. Responding to escalated customer support issues.

3. Knowledge of customer care technologies like CRM, ERP, Dialer application, IVR, Omni-Chanel etc.

5. Monitoring service quality by conducting sample checks on calls and emails.

6. Overall responsibility for delivering an Omni-channel experience for the brand across channels including digital & online initiatives, social media, mobile, website

7. Communication and promotions to be consistent across all channels and enable effective research through these "channels" of communication enabling ROPO (research online purchase offline).

8. Make the marketing efforts even more effective and efficient with communication that is relative to a specific consumer determined by purchase patterns, social network affinities, website visits, loyalty programs, and other data mining techniques.

9. Define the strategy and Zone customer Excellence roadmap according to the business needs

10. Liaising with internal stakeholders and following up with external customers on all account-related requests.

11. Implementing customer support processes to enhance customer satisfaction.

12. Formulating and revising customer support policies and promoting their implementation.

13. Informing the team of all new information related to products, procedures, and trends.

14. Assessing support statistics and preparing detailed reports on the findings. Interviewing and hiring new employees.

15. Overseeing and evaluating the team's ongoing training efforts.

16. Delivering performance evaluations and following the disciplinary process according to company policy.

17. Managing the budget of the customer support department.