3,653 Customer Service Support jobs in India

• Lead and mentor a team of customer service representatives, providing guidance, training, and performance feedback.
• Handle escalated customer inquiries and complex issues, ensuring timely and satisfactory resolution.
• Develop and implement customer service policies and procedures to enhance efficiency and customer satisfaction.
• Monitor customer service performance metrics, identify trends, and implement strategies for improvement.
• Ensure consistent delivery of high-quality support across all channels (phone, email, chat, social media).
• Train new team members on company products/services, support tools, and service standards.
• Collaborate with other departments (e.g., Sales, Product Development) to address customer feedback and product issues.
• Manage customer feedback and complaint resolution processes effectively.
• Maintain an up-to-date knowledge base of company products, services, and policies.
• Contribute to the development and implementation of customer support strategies.
• Analyze customer service data to identify areas for process optimization and training needs.
• Foster a positive and supportive team environment that promotes excellence in customer service.
• Represent the voice of the customer within the organization.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 3-5 years of experience in customer service, with at least 1-2 years in a leadership or supervisory role.
• Proven experience in managing and motivating a customer support team.
• Excellent problem-solving and conflict-resolution skills.
• Strong communication, interpersonal, and active listening skills.
• Proficiency in customer relationship management (CRM) software and helpdesk ticketing systems.
• Ability to handle stressful situations with professionalism and empathy.
• Knowledge of customer service best practices and performance metrics.
• Experience in developing and delivering training programs is a plus.
• Adaptability to work in a hybrid environment, balancing in-office and remote responsibilities.
• A customer-centric approach with a genuine desire to help others.
• Strong organizational and time management skills.

Company Overview

Reliance Retail, India's largest and most profitable retailer, is known for its diversified omni-channel presence, providing outstanding value and superior quality to consumers. With over 15,000 stores and a significant digital presence, we serve more than 193 million loyal customers across major consumption sectors. Our commitment is to deliver an unmatched shopping experience through our extensive store network, robust supply chain, and innovative technology infrastructure, complemented by a well-trained workforce.

Job Overview

The Customer Service Support Manager position at Reliance Retail is a full-time, mid-level role located in Patna. Candidates should possess 4 to 6 years of experience, focusing on managing and enhancing customer satisfaction. The role involves leading a team of customer service professionals and ensuring high-quality service delivery. The successful candidate will be adept in communication, team management, and proficient in utilizing technology to optimize customer service operations.

Qualifications and Skills

• Proficiency in managing customer relationships and enhancing customer satisfaction through effective service delivery and support.
• Experience in SAP to streamline and manage customer support operations efficiently and effectively.
• Proven ability to manage and train customer associates to ensure consistent service levels and professional development. (Mandatory skill)
• Proficiency with Microsoft Office Suite and Google Docs for efficient documentation and reporting processes. (Mandatory skill)
• Excellent verbal and written communication skills to articulate and resolve customer issues effectively. (Mandatory skill)
• Strong conflict resolution skills to manage and resolve customer disputes and enhance customer satisfaction.
• Ability to analyze customer feedback and implement strategies for service improvement and customer retention.
• Experience in leading and motivating a customer service team, ensuring best practices are implemented consistently.

Roles and Responsibilities

• Manage daily operations of the customer service team, ensuring efficient and timely processing of customer requests and complaints.
• Develop, implement, and maintain customer service processes and systems that enhance service delivery and operational efficiency.
• Train and mentor customer service associates, fostering a team-oriented environment that promotes professional growth.
• Collaborate with cross-functional teams to address and resolve customer issues and improve overall service levels.
• Monitor key customer service metrics and implement continuous improvement strategies to meet service excellence objectives.
• Oversee the implementation of new customer service tools and technologies to enhance operational capabilities.
• Develop effective communication strategies to inform customers about product offerings, services, and policies.
• Coordinate feedback collection and analysis to identify trends and inform ongoing service improvement efforts.

• Provide high-level customer support via phone, email, and chat channels.
• Address and resolve complex customer inquiries, complaints, and technical issues.
• Troubleshoot product and service-related problems, offering effective solutions.
• Educate customers on product features, services, and best practices.
• Escalate unresolved issues to appropriate teams and follow up to ensure resolution.
• Maintain detailed customer interaction records in the CRM system.
• Identify trends in customer inquiries and provide feedback for service improvements.
• Develop and update customer support documentation, FAQs, and knowledge base articles.
• Train and mentor junior customer service representatives.
• Contribute to team goals and foster a positive customer-centric environment.
• Ensure customer satisfaction by delivering prompt, professional, and helpful support.
• Collaborate with other departments to improve overall customer experience.

• High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
• Minimum of 3-5 years of experience in customer service or technical support roles.
• Proven experience handling complex customer issues and escalations.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Proficiency with CRM software (e.g., Salesforce, Zendesk) and helpdesk systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Patience, empathy, and a customer-first attitude.
• Technical aptitude and ability to understand product functionalities.
• Previous experience in a senior or lead support role is advantageous.

• Provide high-level technical support and troubleshooting for complex customer inquiries via phone, email, and chat.
• Serve as an escalation point for challenging customer issues, working towards swift and satisfactory resolutions.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides for both internal and external use.
• Analyze customer feedback and support trends to identify areas for product or service improvement.
• Train and mentor junior support staff, sharing best practices and technical expertise.
• Collaborate with product development and engineering teams to relay customer feedback and advocate for feature enhancements.
• Manage customer relationships proactively, ensuring consistent satisfaction and retention.
• Document all customer interactions and resolutions accurately in the CRM system.
• Identify opportunities to upsell or cross-sell products/services where appropriate.
• Contribute to the development and implementation of customer service policies and procedures.
• Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).

• Bachelor's degree in a relevant field or equivalent practical experience.
• Minimum of 3-5 years of experience in a customer service or technical support role, with at least 1-2 years in a senior or lead capacity.
• Proven ability to troubleshoot and resolve complex technical issues across various platforms or software.
• Excellent verbal and written communication skills, with a patient and empathetic demeanor.
• Strong active listening and problem-solving abilities.
• Proficiency with CRM software (e.g., Salesforce, Zendesk) and helpdesk ticketing systems.
• Experience in developing support documentation and training materials.
• Ability to work effectively under pressure and manage multiple priorities.
• A genuine passion for customer advocacy and delivering exceptional service.
• Familiarity with (mention relevant technology if applicable, e.g., SaaS products, hardware troubleshooting) is a plus.

• Lead, mentor, and manage a remote team of customer service representatives, fostering a positive and productive work environment.
• Develop and implement best practices and standard operating procedures for customer support.
• Monitor key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores (CSAT).
• Handle escalated customer inquiries and complex issues, providing timely and effective resolutions.
• Identify trends in customer issues and collaborate with product and engineering teams to implement improvements.
• Develop training programs and materials for new and existing support staff.
• Ensure the team is equipped with the knowledge and tools to provide outstanding service.
• Manage support channels, including email, chat, and phone support systems.
• Contribute to the continuous improvement of customer support processes and tools.
• Maintain accurate customer records and interaction logs.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer service or customer support, with at least 2 years in a leadership or supervisory role.
• Proven ability to lead and motivate remote teams effectively.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer service principles and best practices.
• Experience with CRM software and customer support platforms (e.g., Zendesk, Salesforce Service Cloud).
• Ability to manage multiple priorities and work under pressure.
• Proficiency in conflict resolution and de-escalation techniques.
• Tech-savvy with the ability to quickly learn new software and systems.
• Detail-oriented with a commitment to providing high-quality customer experiences.
• Must be able to work independently and manage time effectively in a remote setting.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Diagnose and resolve technical issues related to our software and hardware products.
• Provide clear and concise instructions and guidance to customers.
• Escalate complex issues to higher-level support teams when necessary.
• Document all customer interactions, issues, and resolutions in the CRM system.
• Educate customers on product features, troubleshooting steps, and best practices.
• Identify trends in customer issues and provide feedback to product development and quality assurance teams.
• Contribute to the creation and maintenance of our knowledge base and FAQ sections.
• Achieve and maintain customer satisfaction targets.
• Proactively identify opportunities to improve the customer support process.

• High school diploma or equivalent; Associate's or Bachelor's degree in a related field is a plus.
• Proven experience in customer service, technical support, or a similar role.
• Strong understanding of common software and hardware troubleshooting techniques.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Patience, empathy, and a customer-centric attitude.
• Proficiency in using helpdesk software and CRM systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Adept at learning new technologies and software quickly.
• Experience in the **Surat, Gujarat** region is an advantage but not required for this remote role.
• Ability to work flexible hours, including weekends and holidays, as needed.

• Lead, train, and motivate a team of customer service and technical support representatives.
• Develop and implement customer support policies, procedures, and service standards.
• Monitor customer interactions across various channels (phone, email, chat) to ensure quality and consistency.
• Handle escalated customer inquiries and complex technical issues, providing timely and effective resolutions.
• Analyze customer feedback and support data to identify trends, areas for improvement, and training needs.
• Collaborate with product development and engineering teams to resolve recurring technical problems.
• Manage support team schedules and workload to ensure adequate coverage.
• Prepare regular reports on team performance, key support metrics (e.g., response time, resolution rate), and customer satisfaction.
• Contribute to the development of knowledge base articles and self-help resources.
• Ensure compliance with company policies and service level agreements (SLAs).
• Identify opportunities to improve customer experience and drive customer loyalty.
• On-site presence for team supervision and important meetings, with remote work for other administrative tasks and follow-ups.
• Assist in the recruitment and onboarding of new support staff.

• Proven experience in a customer service or technical support role, with at least 3 years in a leadership or supervisory capacity.
• Strong understanding of customer support principles and best practices.
• Excellent technical troubleshooting skills for software and/or hardware.
• Exceptional communication, interpersonal, and problem-solving abilities.
• Ability to lead and inspire a team.
• Experience with customer support software (e.g., Zendesk, Salesforce Service Cloud) and CRM systems.
• Familiarity with hybrid work models and managing distributed teams.
• Ability to work independently and effectively manage time.
• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Knowledge of ticketing systems and reporting tools.

• Lead and manage a team of customer service and technical support representatives.
• Provide Tier 2/3 technical support for complex customer issues.
• Develop and implement customer service policies and procedures.
• Train new support agents and provide ongoing coaching and performance feedback.
• Monitor support queues and ensure timely and effective resolution of customer inquiries.
• Analyze support metrics and identify trends to improve service quality and efficiency.
• Develop and maintain comprehensive knowledge base articles and FAQs.
• Collaborate with product and engineering teams to address customer feedback and product bugs.
• Manage customer escalations and ensure customer satisfaction.
• Utilize CRM and ticketing systems to track and manage customer interactions.
• Foster a positive and supportive team environment.
• Stay up-to-date with product updates and technical advancements.

• Bachelor's degree in Computer Science, Information Technology, Business, or a related field.
• Minimum of 4 years of experience in customer service and technical support roles.
• At least 2 years of experience in a team lead or supervisory capacity.
• Proven ability to troubleshoot and resolve a wide range of technical issues.
• Strong understanding of customer relationship management (CRM) software and helpdesk ticketing systems.
• Excellent communication, listening, and problem-solving skills.
• Demonstrated leadership and coaching abilities.
• Ability to work effectively in a fast-paced, high-volume environment.
• Patience, empathy, and a customer-centric attitude.
• Familiarity with SaaS products and cloud-based solutions is a plus.
• This is a fully remote position, enabling you to contribute from anywhere, while our operational hub is located in Visakhapatnam, Andhra Pradesh, IN .

• Lead and manage a team of customer service and technical support representatives, providing guidance, coaching, and performance management.
• Oversee the daily operations of the customer support department, ensuring efficient and timely handling of customer inquiries via phone, email, and chat.
• Develop and implement best practices for customer service and technical support processes.
• Troubleshoot and resolve complex technical issues reported by customers, escalating to higher tiers when necessary.
• Monitor customer satisfaction metrics and implement strategies to improve service quality and response times.
• Train new support staff on products, services, and support procedures.
• Collaborate with product development and engineering teams to identify and address recurring technical issues and provide feedback for product improvement.
• Develop and maintain comprehensive knowledge base articles and support documentation.
• Manage relationships with third-party support vendors if applicable.
• Analyze support data to identify trends, insights, and opportunities for process optimization.

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
• Minimum of 4-6 years of experience in customer service or technical support roles, with at least 2 years in a supervisory or leadership capacity.
• Strong understanding of software, hardware, and cloud technologies relevant to our client's products.
• Excellent problem-solving, analytical, and diagnostic skills.
• Exceptional communication, interpersonal, and de-escalation skills.
• Proven ability to lead and motivate a team.
• Experience with customer support software (e.g., Zendesk, Salesforce Service Cloud) and ticketing systems.
• Ability to work effectively in a fast-paced, dynamic environment.
• A customer-centric approach and a passion for delivering outstanding service.
• Experience in developing training materials and knowledge bases.