In my first blog, I wrote about the Power and Value of
Customer Support Center and demonstrated how powerful the Customer Support Department
is. Now in this article, I would discuss about the various Roles and Responsibility
required in Customer Support Center. It could differ from company to company.
1. Customer Support Center Director: At bigger organization in any customer-facing company it is the highest level of designation in any Customer
support organization, some people call them Vice President of Support, Director
of Support or Head of Support and they report to the CFO or CEO of the organization.
It is critical and important to an organization because these people strategically align
their department with the Organization goal and senior management support for
any support and service improvement and, they are accountable for the
Department performance and promoting the Support center value. They must consistently
keep themselves up to date with regards to latest support technologies, latest
good practice of customer support organization implemented by other organization.
They must consistently benchmark their Support department with other similar organization
and implement good practice so that they can provide value to the customer and
meet the Mission & Vision of the Customer Support Department.
Key skills required for this Role:
- Strong Corporate Leadership skills
- Excellent Training Skills
- Excellent Management Skills to deal with key stakeholders across the department
- Excellent Problem-solving skills in the process, technology & people.
- Good Presentation skills to justify the investment
- Customer-Centric skills
- Must possess all the pre-requisite skills keys skills of Customer Support Manager, Support Team Delivery Leader, Support Team Leader
Key Accountability: They are accountable for
Department goal like Customer Satisfaction score, Department
Budget & Service Level Agreement achievement of Customers and other key Business goals attached to Support Organization.
2. Customer Support Manager:
In bigger customer-facing organization, Customer Support Managers
coordinates with the Support Directors to execute the tactical and operational
part of the Support organization. The strategy is developed at the Director level and
it is executed by the Customer Support Manager. They are accountable to manage
the people at a leadership level and ensuring that all the Customer support agent working under their leadership are motivated, given proper training and
coaching via Team Leader assigned to them so that they can perform and meet the
Department Goal. In a medium-sized organization, sometimes the Customer Support
Center Manager may build the customer support strategy.
Key skills required for this Role
- Strong Team Leadership skills
- Good Training Skills
- Good Management Skills to deal with key stakeholders across the department
- Good Participation in Problem-solving skills in process, technology & process.
- Customer-Centric skills
- Must possess all the pre-requisite skills keys skills of Support Team Delivery Leader, Support Team Leader
Key Accountability: They are
accountable for Department goal like Customer Satisfaction score, Service Level
Agreement achievement of Customers.
3. Customer Support Support Delivery Leader:
Many organizations are having Support Delivery Leader working
under the VP or Support Center Directors leadership in the Department to execute the
Support operational functional like providing support to Customer Support Team
Leader, Customer Support Agent, Sr. Customer Support Agent like training them
on the New Support process, writing Internal KB for Support to ensure that
Agent learning efficiency is at a high level, evaluating the support
interactions as per the Support compliance and reporting the same to Support
Directors, Customer Support Center Manager, and Team Leaders. This is one of
the key roles because they are directly contributing to the Quality aspect of
Support Department.
Key skills required for this Role:
- Strong Team Leadership skills
- Good Training Skills
- Good Management Skills to deal with key stakeholders across the department
- Good Participation in Problem-solving skills in process, technology & process.
- Customer-Centric skills
- Good Process Documentation skills
- Must possess all the pre-requisite skills keys skills of Support Team Leader
Key Accountability: They are
accountable for Department goal like Customer Satisfaction score, Service Level
Agreement achievement of Customers.
4. Customer Support Support Team Leader:
In Customer Support Organization Team Leaders reports
to a Customer Support Manager. They are assigned with a set of Jr. & Sr.
Customer Support Professional and they need to ensure that they are providing coaching,
mentoring and day to day support to them in handling the customer interactions effectively.
They are also the on-shift supervisors to manage the Front-line Agents in the
duty hours and ensuring that Supervisor related cases are properly handled.
Key skills required for this Role:
- Strong Team Leadership skills
- Good Training Skills
- Good Management Skills to deal with key stakeholders across the department
- Good Participation in Problem-solving skills in process, technology & process.
- Customer-Centric skills
- Good Process Documentation skills
- Must possess all the pre-requisite skills keys skills of Sr.Customer Support Agents
Key Accountability: They are
accountable for Individual Team goal like Customer Satisfaction score, Case
Quality Score & Department SLA Goal
5. Sr Customer Support Agent:
In many Customer Support Organization once an Entry level
Customer Support Agents completes a 1 year or a given set of timelines in which
an organization defines the tenure they are considered as a Sr. Customer
Support Agent after demonstrating that they have complete knowledge about the Product
& Process. Also, some organization conducts Interview Test to promote an
entry level Agent to a Sr. Customer Support Agent. They take care of Case ownership of the OnShift cases transferred by the Jr. Customer Support Agent. Evaluating the case & and then following &
Escalation Process and taking the end to end response delivery of the case. They report to the Team Leader.
Key skills required for this Role:
- Good Training & Mentoring Skills
- Customer-Centric skill
Key Accountability: They are accountable for Individual
Customer Satisfaction score & their Case Quality Interaction score
6. Customer Support
Agent:
This is the Foundation & the entry-level Customer Support, Agent
role. In this Role, Customer Support Agent must ensure that they are handling
the basic support requests effectively and meeting their role expectation
within the Support Department. They report to the Team Leader.
Key skills required for this Role
- Good Customer-Centric skills
Key Accountability: They are
accountable for Individual Customer Satisfaction score & their Case Quality
Interaction score
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