Description:
Our client, a renowned Business Consultancy & Services provider, is seeking a Senior Manager Customer Support to oversee inbound and outbound operations, drive sales growth, and enhance client retention. The ideal candidate should have a proven track record in customer service and sales management, preferably in the BPO sector.
Key Responsibilities:
- Oversee inbound and outbound customer calls across multiple brands.
- Manage CRM systems to ensure accurate order processing and timely shipments.
- Address and resolve customer concerns while providing tailored solutions.
- Develop strategies to drive sales growth and revenue expansion.
- Identify upselling and cross-selling opportunities to enhance profitability.
- Build strong customer relationships to ensure loyalty and retention.
- Monitor client satisfaction levels and implement necessary improvements.
- Lead, train, and motivate the customer support team to ensure top performance.
- Implement process optimizations to improve efficiency and effectiveness.
- Maintain KPIs related to customer satisfaction, sales targets, and operational efficiency.
- Analyze trends, generate reports, and provide strategic insights for decision-making.
Professional Qualification & Experience:
- Minimum Bachelor’s degree in Business, Administration, Marketing, or a related field.
- At least 5 years of experience in customer service & sales management, preferably in a US-based BPO sector.
Key Skills & Competencies:
- Proven track record in driving sales growth and managing customer operations.
- Excellent verbal and written communication skills in English.
- Strong leadership and team management abilities.
- Proficiency in CRM systems and operational tools.
- Expertise in problem-solving and conflict resolution.