Job Description

Position Overview:

Role:

Senior Customer Support

Experience Required:

3+ years

Work Model:

Work from Office

Location:

Bhopal, Madhya Pradesh

Industry Preference:

Candidates with experience in the camera, photography, or video industry.

About the Company:

Company Name:

IZI

Mission:

To offer premium gadget features at affordable prices.

Website:

izicart.com

Key Responsibilities:

Develop and implement customer support strategies. Oversee multi-channel support (chat, email, voice). Drive lead generation and conversion strategies. Lead and mentor a customer support team. Analyze performance metrics and improve customer experience. Collaborate with other departments to align messaging and engagement strategies. Address crises and manage customer feedback for service improvements. Establish key performance indicators (KPIs) to assess the effectiveness of support initiatives. Analyze metrics to inform continuous improvement efforts. Use insights to drive improvements in support processes and overall brand experience. Work closely with marketing, sales, and product teams to ensure alignment in messaging and customer engagement strategies. Champion the IZI brand by ensuring all customer interactions reflect the company's values and commitment to customer satisfaction. Develop and implement crisis management strategies to effectively address and resolve customer issues, ensuring minimal disruption to service. Prepare regular reports on customer support performance and brand experience initiatives, presenting findings and recommendations to senior management.

Qualifications:

Bachelor's degree in Business, Marketing, Communications, or related fields. Proven experience in multi-channel support management and team leadership. Strong analytical, communication, and collaboration skills. Proficiency in customer support tools CRM Zoho, Zendesk, HubSpot Service Hub
Job Types: Full-time, Permanent

Pay: Up to ₹500,000.00 per year

Ability to commute/relocate:

Bhopal, Madhya Pradesh: Reliably commute or planning to relocate before starting work (Preferred)
Application Question(s):

Notice Period Current CTC/Expected CTC
Experience:

Inbound voice: 1 year (Required) Outbound voice: 1 year (Required) total work: 2 years (Required)
Work Location: In person