Customer Support Manager

Grant Thornton Bharat Llp; Bengaluru; Hybrid; INR 1,200,000 - 1,800,000; Full time

Job summary

Grant Thornton Bharat Llp in Bengaluru seeks an experienced Client Relationship Manager to oversee a portfolio of high-profile clients, ensuring exceptional service delivery and building lasting relationships through effective communication and empathy.

You will lead cross-functional teams to resolve escalated issues, leverage CRM data for informed decision-making, identify client needs, and collaborate with internal stakeholders to provide tailored, transparent solutions across departments.

Qualifications

• 5-10 years' experience in BPO/Call Centre environment with a focus on Client Account Management or similar role.
• Proven track record in managing multiple clients simultaneously with excellent client handling skills.
• Strong understanding of CRM systems and ability to leverage data analytics for informed decision-making.

Responsibilities

• Manage a portfolio of high-profile clients, ensuring exceptional service delivery and building strong relationships through effective communication, empathy, and problem-solving skills.
• Lead cross-functional teams to resolve complex issues escalated from lower levels, utilizing expertise in client account management, escalation management, and crisis resolution.
• Develop strategies to retain existing clients by identifying their needs and providing tailored solutions that meet those needs while maintaining transparency throughout the process.
• Collaborate with internal stakeholders to ensure seamless integration of services across departments.

Skills

Client relationship management

Escalation management

Crisis resolution

Cross-functional collaboration

Communication skills

Tools

CRM systems

Job description

Roles and Responsibilities :

• Manage a portfolio of high-profile clients, ensuring exceptional service delivery and building strong relationships through effective communication, empathy, and problem-solving skills.
• Lead cross-functional teams to resolve complex issues escalated from lower levels, utilizing expertise in client account management, escalation management, and crisis resolution.
• Develop strategies to retain existing clients by identifying their needs and providing tailored solutions that meet those needs while maintaining transparency throughout the process.
• Collaborate with internal stakeholders to ensure seamless integration of services across departments.

Job Requirements :

• 5-10 years' experience in BPO/Call Centre environment with a focus on Client Account Management or similar role.
• Proven track record in managing multiple clients simultaneously with excellent client handling skills.
• Strong understanding of CRM systems and ability to leverage data analytics for informed decision-making.