Customer Support Lead/Manager - i2e Consulting

We are seeking a highly motivated and experienced Customer Support Manager with a strong background in Zoho One CRM to lead our customer support team. In this role, you will be responsible for ensuring the delivery of exceptional customer service, managing support operations, and leveraging the Zoho One CRM tool to enhance customer interactions. You will play a crucial role in maintaining and improving customer satisfaction, retention, and operational efficiency.

Job Title: Customer Support Lead/Manager(Zoho One CRM Expertise)

Work timing: rotational shift – ( rotational shifts: 6 am – 3 pm, 2pm- 11pm, 10 pm-7am) -Mon-Sat (6 days a week)

Responsibilities

• Lead and manage a team of customer support representatives, providing guidance, support, and training as necessary.
• Develop and implement support strategies and workflows to ensure customer issues are resolved effectively and efficiently.
• Set performance goals and KPIs for the support team, and track and report on their achievements.
• Zoho One CRM Expertise:
  1. Utilize your in-depth knowledge of Zoho One CRM to optimize customer data management, ticketing, and communication processes.
  2. Configure, customize, and maintain the Zoho One CRM system to meet the unique needs of the customer support team.
  3. Train support staff in using Zoho One CRM tools to enhance their productivity and customer interactions.
• Customer Engagement, Satisfaction and Conversion:
  1. Monitor customer inquiries, complaints, and feedback, ensuring timely and satisfactory resolutions.
  2. Analyze customer data within Zoho One CRM to identify trends and opportunities for improving customer satisfaction.
  3. Implement strategies to increase customer engagement and loyalty, such as personalized outreach and proactive communication. Engage users in order to convert them into loyal customers.
• Process Improvement:
  1. Continuously assess and enhance customer support processes, making recommendations for improvements where necessary.
  2. Collaborate with cross-functional teams to address systemic customer issues and ensure they are resolved effectively.
• Reporting and Analysis:
  1. Generate regular reports on customer support performance, using Zoho One CRM data to provide insights.
  2. Use data-driven insights to identify areas for improvement and develop strategies to address them.

Benefits

• Competitive salary.
• Remote working (WFH opportunity).
• Opportunity to work with a talented and experienced team.
• Chance to make a real impact on the pharmaceutical and life sciences industry.