Customer Support Manager
Job Description Template

Job Overview

Our Customer Service department is in search of a Customer Support Manager to handle all day-to-day activities. You will be responsible for providing excellent customer support and for managing inquiries professionally. Apart from your customer support duties, you should be able to prepare a monthly/annual budget and sales targets.

As a Customer Support Manager, you will be recruiting and training new employees. You should display good leadership skills and the ability to motivate team members. Moreover, you will be responsible for maintaining a detailed and accurate record of customer correspondence. 

To excel in this job role, you should own excellent written and verbal communication skills. Your ability to handle urgent situations professionally and in a timely manner will be an advantage. Besides, knowledge of the latest industry trends and practices will help in performing the duties efficiently. 

If you can provide uncompromised customer service, then do get in touch with us. We would like to have a word with you. 

Responsibilities

• Assigning specific tasks/customer queries to team members

• Managing a large number of customer accounts professionally

• Replying to urgent incoming calls and emails

• Maintaining an accurate record of all customer interactions

• Establishing monthly and annual sales targets

• Developing ways and strategies for improving customer relationships

• Creating long-lasting relationships and generating sales leads

• Planning and implementing effective customer service procedures and policies

• Analyzing metrics and team performance statistics 

• Hiring, training, and supervising team members

• Designing customer loyalty programs and promotional offers

• Preparing action plans to facilitate organic growth 

• Monitoring assigned budget

• Monitoring day-to-day department operations

Requirements

• Bachelor’s degree in Business Administration, Business Management or related field

• 3-5 years of experience as a Customer Support Specialist, Customer Service Representative or similar position

• Familiarity with CRM software like HubSpot, Zoho, and Freshworks

• Excellent communication and interpersonal skills

• Complete knowledge of industry developments, trends, and best practices

• Critical thinking and problem-solving ability

• Basic computer and administrative skills

• Good time management and organizational skills

• Displaying strong leadership qualities

• Ability to offer excellent, timely, and professional customer service

• Quick decision-making ability

• Ability to work in a stressful environment 

• Highly motivated individual