Job Title: Assistant Manager Customer Support
Location: Ahmedabad, Gujarat
Employment Type: Full-Time
Experience Required: 26 Years
Job Overview
We are looking for a proactive and customer-centric Assistant Manager Customer Support to manage end-to-end after-sales operations. The role begins as an individual contributor and gradually evolves into building and leading a customer support team. The ideal candidate should be strong in handling breakdowns, warranty issues, replacements, logistics coordination, escalations, and customer communication with empathy and professionalism.
Key Responsibilities
Customer Support Operations
- Manage customer complaints, product breakdowns, and warranty requests efficiently.
- Handle service calls, ticketing systems, and complete after-sales coordination.
- Ensure timely and satisfactory resolution of customer issues.
Team Building & Leadership
- Start as an individual contributor and gradually build and manage a customer support team.
- Train and mentor team members in communication, problem-solving, and customer-first behavior.
Logistics & Coordination
- Coordinate with warehouses, vendors, logistics partners, and service teams for parts and replacements.
- Work closely with internal departments to ensure smooth customer service delivery.
Customer Experience Management
- Convert escalations into positive customer experiences through regular follow-ups and clear communication.
- Build strong customer relationships with trust, transparency, and empathy.
Reporting & Improvement
- Track KPIs such as TAT, resolution time, NPS, and CAPA reports.
- Identify recurring issues and support process improvements for stronger customer service outcomes.
Candidate Requirements
- 26 years of experience in customer support (appliances, electronics, hardware, or consumer durables preferred).
- Strong communication, conflict-handling, and problem-solving skills.
- Ability to stay calm under pressure and manage multiple issues simultaneously.
- Customer-first mindset with strong ownership and accountability.
