Customer Support Manger

Dr Ibrahim Herbalist, a trusted herbal wellness brand serving customers across Pakistan, seeks a dedicated Customer Support Manager to lead and enhance the customer service experience. This role involves managing a team of five support representatives, coordinating multichannel interactions, and delivering personalized service with a focus on customer satisfaction. The Customer Support Manager ensures smooth communication, swift resolution of inquiries, and seamless customer journeys across our natural herbal products and online consultation services. The ideal candidate has at least two years of experience in customer support management, is proficient in multichannel support coordination, and is passionate about wellness and customer care. This position demands leadership, organizational skills, and a proactive approach to maintaining high service standards and fostering a positive team environment.
Responsibilities

Lead, mentor, and manage a team of five customer support representatives to achieve service excellence and meet performance goals.
Coordinate and oversee customer interactions across various channels, including phone, email, live chat, and social media platforms.
Develop and implement customer service policies and procedures to ensure consistent, high-quality support.
Monitor and analyze customer feedback and service metrics to identify areas for improvement and implement corrective actions.
Handle complex and escalated customer issues with professionalism and empathy to ensure timely and satisfactory resolutions.
Collaborate with other departments to align support strategies with overall business goals and product offerings.
Train team members on product knowledge, communication skills, and problem-solving techniques.
Maintain comprehensive records of customer interactions, issues, and solutions to inform continuous service enhancements.
Drive initiatives to increase customer retention, satisfaction, and loyalty through personalized service and wellness education.
Ensure compliance with company policies and regulatory requirements related to customer service and data privacy.