Customer Support Manager

3 weeks ago

Islamabad, Islamabad, Pakistan RETAILO TECHNOLOGIES Full time

This role requires a strong leader who can drive operational excellence, optimize customer interactions, and ensure the highest levels of satisfaction.

The ideal candidate will oversee the customer support agents, implement best practices, and enhance processes related to KYC compliance, booking coordination, payment resolution, and dispute management.

Key Responsibilities:
  1. Team Leadership & Performance Management
    Lead, mentor, and develop the customer support team to ensure high efficiency and engagement.
    Set performance KPIs and ensure team members meet or exceed customer service standards.
    Provide ongoing coaching, feedback, and training to enhance team capabilities.
  2. Customer Support Operations
    Oversee daily customer interactions across all communication channels (calls, emails, CRM platforms).
    Ensure timely and professional communication with customers to resolve issues and provide updates.
    Monitor and optimize response times, resolution rates, and overall customer satisfaction.
  3. KYC Compliance & Policy Adherence
    Supervise the KYC verification process, ensuring compliance with regulations and company policies.
    Train agents on evolving KYC requirements and ensure customers are properly guided through compliance steps.
  4. Process Optimization & Reporting
    Identify inefficiencies in the support process and implement improvements to enhance productivity.
    Monitor ticketing systems, call logs, and CRM data to analyze trends and improve workflows.
    Generate reports on customer interactions, escalations, and overall support team performance.
  5. Dispute & Escalation Management
    Manage escalated customer disputes and ensure timely and fair resolutions.
    Work closely with internal departments (Operations, Finance, Compliance) to address complex issues.
    Maintain clear documentation and ensure proper escalation channels are followed.
  6. Technology & Tools Management
    Oversee the use of CRM, call tools, and ticketing systems to ensure efficient case handling.
    Recommend and implement technology solutions to enhance support team performance.
Requirements
  1. 5+ years of experience in customer service, with at least 2 years in a managerial or leadership role.
  2. Strong communication and interpersonal skills with a customer-first mindset.
  3. Experience in high-volume customer support environments, ideally in industries like car rental, financial services, logistics, or e-commerce.
  4. Proficiency in CRM systems, call center tools, and ticketing platforms (e.g., Freshdesk, Maqsam, Zendesk, or similar).
  5. Strong problem-solving abilities and ability to handle escalations effectively.
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