Manager - Customer Support Fulfilment

Drlogy; Gurugram District; Hybrid; INR 600,000 - 800,000; Full time

Job summary

Drlogy is seeking an experienced Manager for Customer Support Fulfillment to lead customer service operations in Gurugram. The role involves managing support teams, ensuring timely resolution of queries, and driving improvements in operational efficiency. The ideal candidate is skilled in service management and team leadership, with a focus on enhancing customer satisfaction and support performance metrics. Join Drlogy to make a significant impact in delivering exceptional customer experiences.

Qualifications

• Experience in managing customer service operations and fulfillment processes.
• Strong analytical skills for monitoring KPIs and service performance.
• Proficient in team training and performance evaluations.

Responsibilities

• Manage customer support and order fulfillment operations effectively.
• Supervise support teams and monitor service performance standards.
• Ensure timely resolution of customer queries and escalations.
• Coordinate with logistics and operations teams for order fulfillment.
• Improve support efficiency and achieve service performance targets.

Skills

Team leadership

Service management

Escalation handling

Operational coordination

Job description

Experienced Manager - Customer Support Fulfilment responsible for managing customer service operations, order fulfillment processes, and customer satisfaction initiatives. Skilled in team leadership, service management, escalation handling, and operational coordination. Adept at ensuring seamless customer experiences, improving support efficiency, and achieving service performance targets.

• Manage customer support and order fulfillment operations effectively.
• Supervise support teams and monitor service performance standards.
• Ensure timely resolution of customer queries and escalations.
• Coordinate with logistics and operations teams for order fulfillment.
• Monitor KPIs related to customer satisfaction and service efficiency.
• Maintain accurate support records and operational documentation.
• Handle complex customer complaints and service recovery activities.
• Conduct team training and performance evaluation sessions.
• Ensure compliance with organizational service policies and procedures.
• Analyze customer feedback and recommend process improvements.
• Prepare operational reports and customer service performance summaries.
• Support workforce planning and resource allocation activities.
• Maintain effective communication with internal stakeholders.
• Drive continuous improvement in customer support operations.