VIP Manager(Kar Job 120)

Overview:
The Customer Support and Service team is the voice of the customer and is responsible for understanding client needs, meeting service metrics, and ensuring long-term satisfaction. This role plays a pivotal part in managing post-sales experiences and membership renewals for premium customers. Candidates must be adept at people management, customer resolution, and performance operations in a high-paced environment.

Role:
As a VIP Manager, you will lead a team of consultants responsible for delivering exceptional post-sales service and driving membership renewals for premium clients. You will be expected to handle escalations, drive service excellence, and lead a large telesales/service team toward set goals. This role demands strong team management, operational strategy, and customer experience handling skills.

Key Responsibilities:

• Manage post-sales experience and services for VIP/premium members.

• Lead, mentor, and develop the customer support team.

• Oversee shift operations with efficiency and accuracy.

• Maintain and track key operational metrics (CSAT, AHT, SLA, Quality Scores, Attrition, etc.).

• Handle high-level customer escalations with empathy and resolution-driven mindset.

• Monitor customer satisfaction, ensure complaint closures, and maintain NPS scores.

• Build rapport with team members and stakeholders to maintain a positive and productive environment.

• Regularly monitor team performance and develop strategies to improve outcomes.

• Collaborate with cross-functional teams like HR, IT, Quality, and Training to enhance team productivity.

• Identify training needs and ensure consistent learning and development across the team.

• Drive efficiency and quality in every customer interaction and resolution process.

Requirements:

• Bachelor’s Degree (any discipline)

• Minimum 6 years of relevant experience in tele-sales, customer service, or support operations

• Proven experience in managing large telesales/service teams

• Proficient in objection handling, escalation management, and post-sales customer engagement

• Detail-oriented, with strong organisational and leadership skills

• Strong understanding of key customer service metrics and CRM tools

• Comfortable working in a high-pressure, performance-driven environment