Vserve Ebusiness Solutions - Customer Service/Support Manager

Job Title: Customer Service/Support Manager.

Job Type: Full-Time.

Job Summary:

We are looking for an experienced Customer Support Manager to lead our customer support team and ensure exceptional client communication and service delivery.

The ideal candidate will have a robust background in managing customer interactions, resolving escalations, and mentoring a team to enhance overall customer satisfaction. This role requires excellent leadership, problem-solving, and communication skills.

Key Responsibilities:

- Lead and manage the customer support team, ensuring efficient operations and high performance.

- Serve as the primary point of contact for client communication, addressing concerns, providing updates, and ensuring customer satisfaction.

- Develop and implement customer service policies and procedures to enhance the customer experience.

- Monitor team performance through KPIs and provide coaching and feedback to improve efficiency and effectiveness.

- Handle escalated customer issues, providing timely and professional resolutions.

- Train and mentor customer support representatives to enhance service quality and customer interactions.

- Analyze customer feedback and recommend improvements to products, services, and support processes.

- Maintain accurate records of customer interactions, issues, and resolutions.

- Stay updated with industry trends and best practices to continuously improve customer support operations.

Qualifications & Skills:

- Bachelors degree is a must.

- MBA would be preferred.

- Minimum of 5 years of experience in customer support management, preferably in a US industry.

- Strong leadership and team management skills with the ability to motivate and mentor

employees.

- Excellent verbal and written communication skills for effective interaction with clients and internal teams.

- Problem-solving mindset with the ability to handle challenging customer situations professionally.

- Proficiency in customer support software, CRM systems, and reporting tools.

- Ability to multitask, prioritize tasks, and manage time efficiently in a fast-paced environment.

- Experience in process improvement and implementing best practices for customer service.

Preferred Qualifications:

- Experience working with international clients.

- Knowledge of customer service metrics and analytics.

- Familiarity with customer support tools like Zendesk, Fresh desk, or Salesforce.