Customer Support Team Lead

1 week ago

Mumbai, India Pilgrim Full time

About Us

Founded in 2019 by IIT-B and IIM-A Alumni, Pilgrim is one of the fastest-growing Beauty & Personal Care brands that offers 200+ SKUs across face care, haircare, skincare, makeup and fragrances at over 25,000 pin codes and has grown into a 1000+ offline store omnichannel brand. Pilgrim is known to handpick the world’s best beauty secrets to create exciting and efficacious products that deliver results.


Position Summary

The Customer Support Team Leader is responsible for leading a team of customer support representatives to deliver excellent customer service and achieve customer satisfaction goals. This role involves managing and coaching team members, monitoring performance, and ensuring efficient resolution of customer inquiries and issues. The Team Leader collaborates with other departments to improve processes and enhance the overall customer experience.


Responsibilities


Team Management :

  • Lead and supervise a team of customer support representatives, providing guidance, coaching, and support.
  • Set performance expectations, monitor individual and team performance, and conduct regular performance evaluations.
  • Foster a positive and collaborative team environment, promoting teamwork and continuous improvement.
  • Organize work schedules, allocate resources effectively, and ensure adequate coverage for customer support operations.


Customer Service Excellence :

  • Ensure the delivery of exceptional customer service, meeting or exceeding customer satisfaction targets.
  • Handle escalated customer inquiries or complaints, providing timely and effective resolutions.
  • Stay updated on product knowledge, policies, and procedures to assist team members and customers with accurate information.
  • Analyze customer feedback and identify areas for improvement in processes, policies, or service delivery.


Process Improvement :

  • Collaborate with cross-functional teams, including product development, delivery and refunds to address customer needs and improve service quality.
  • Identify opportunities to streamline processes and enhance operational efficiency without compromising customer experience.
  • Propose and implement initiatives to enhance customer support tools,systems, and workflows.
  • Monitor key performance indicators (KPIs) and report on team performance, identifying trends and areas requiring improvement.


Training and Development :

  • Provide ongoing training and coaching to team members, ensuring their continuous professional growth and development.
  • Conduct regular team meetings to communicate updates, share best practices, and address challenges.
  • Develop and update training materials, knowledge base articles, and resources to support team members in delivering high-quality customer support.


Reporting and Documentation :

  • Maintain accurate and up-to-date records of customer interactions, inquiries, and resolutions.
  • Generate reports on team performance, customer satisfaction, and trends in customer inquiries.
  • Prepare and present performance reports to management, highlighting achievements, challenges, and recommended actions.


Requirements

  • Bachelor's degree in a relevant field or equivalent work experience.
  • Proven experience in a customer support role, with at least 2 years in a leadership or supervisory position.
  • Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, and stakeholders at all levels.
  • Strong problem-solving and decision-making abilities, with a focus on providing effective and efficient solutions.
  • Solid understanding of customer service principles and practices.
  • Proficiency in using customer support software, ticketing systems, and CRM tools.
  • Ability to analyze data and generate meaningful reports.
  • Flexibility to work in a fast-paced and dynamic environment.
  • Demonstrated leadership skills, including the ability to motivate and inspire team members.


Location

Andheri East, Mumbai

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