Customer Support and Services Manager

1 month ago


Ballerup, Ballerup Kommune, Denmark GN Store Nord AS Full time

About the Role:


We are seeking an exceptional Customer Support and Services Manager to join our team in Bangalore, India.


The ideal candidate will have a strong background in customer service, with experience in managing teams and delivering operational plans. They will be responsible for setting day-to-day team objectives, resolving issues, and working towards continuous improvement to capture and resolve tier 1 customer issues.


As a key member of our Product Support Team, you will empower Jabra customers to maximize the use of our products through education and awareness. You will work closely with cross-functional teams to deliver exceptional customer experiences in each support interaction.


Your Key Responsibilities Will Include:



  • Setting tone and direction for your team
  • Developing and maintaining a technically strong and motivated team to support all regional and global goals and objectives
  • Managing the day-to-day activities of your team
  • Ensuring that staffing levels and scheduling is appropriate for meeting department service level goals
  • Working as a team to deliver exceptional Customer Experiences in each support interaction
  • Developing strong relationships with customers and creating Jabra brand awareness
  • Collaborating with other regions to seek assistance and provide help when needed
  • Coordinating departmental activities with other departments to ensure organizational effectiveness and customer satisfaction
  • Creating and delivering department Monthly Business Review to select Support and Services Departments and applicable HQ functions
  • Ensuring that all employee performance reviews are created and delivered on time
  • Actively participating in customer escalations when needed to ensure a positive outcome
  • Ensuring proper escalation process is followed
  • Working with Manager and applicable Support and Services departments to develop contact center processes and business practices that align with business strategy

Requirements:



  • Bachelor's degree in information technology or relevant diploma
  • 10+ years of customer service experience, ideally in the telecom or high-tech consumer electronics industries
  • 4+ years of experience as a Customer Support Supervisor/Manager or similar role supporting B2C/B2B customers in India within a high contact support center
  • Familiarity with Jabra products and hi-tech audio/video solutions is a plus
  • Experience using help desk software, various softphones, videoconference solutions, and remote support tools
  • Excellent communication skills – both verbal and written in English and Hindi

What We Offer:



  • An estimated salary of ₹3,500,000 - ₹5,200,000 per year, depending on experience
  • A dynamic and supportive work environment
  • Ongoing training and development opportunities
  • A chance to work with a leading brand in the tech industry

About Us:


We are GN Store Nord A/S, a leading manufacturer of innovative audio and video communication technologies. Our products are used by millions of people around the world, and we are committed to making the world sound better.



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