Customer Support and Services Manager
1 month ago
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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