Skillety Technologies Private Limited
Location
Work from home | India
Job description
Job Title: Customer Support Manager
Location: Hyderabad (Remote)
Experience: 5 - 10yrs.
Position Overview:
As a Customer Support Manager, you will play a critical role in ensuring a seamless and positive experience for both Employers (Corporate Clients) and Job Seekers (Candidates) using our platform. Leveraging your exceptional communication skills and customer-centric approach, you will serve as the primary point of contact for resolving inquiries, providing guidance, and driving customer satisfaction.
Key Responsibilities:
- Act as the main point of contact for customer inquiries and issues, addressing and resolving them promptly and effectively to ensure a positive customer experience.
- Provide support and guidance to employers and job seekers navigating our platform, including assistance with account setup, job postings, candidate searches, and application processes.
- Serve as a liaison between customers and internal teams, including product development, sales, and technical support, to escalate and resolve complex issues and ensure timely resolution.
- Proactively identify trends and patterns in customer inquiries and feedback, providing insights and recommendations to improve product features, usability, and overall customer satisfaction.
- Develop and maintain a knowledge base of frequently asked questions, troubleshooting tips, and best practices to empower customers to self-serve and resolve common issues independently.
- Conduct regular training sessions and webinars for customers to educate them on platform features, updates, and best practices for maximizing their success.
- Monitor and analyse customer support metrics and KPIs, such as response times, resolution rates, and customer satisfaction scores, to identify areas for improvement and drive operational excellence.
Qualifications:
- Master’s degree in Business Administration, Communications, or a related field; additional certifications in customer service or support are a plus.
- Minimum of 5 years of experience in customer support or service roles, preferably in a technology, job portal or a SaaS company.
- Strong interpersonal and communication skills, with the ability to empathize with customers, understand their needs, and provide solutions effectively.
- Excellent problem-solving skills, with the ability to think critically, troubleshoot issues, and escalate complex problems as needed.
- Proficiency in customer support software and tools, such as help desk ticketing systems, live chat platforms, and CRM systems.
- Ability to work independently and collaboratively in a fast-paced, dynamic environment, with a focus on delivering exceptional service and driving customer success.
Job tags
Salary
