Customer Support Team Lead
2 weeks ago
Position:
Customer Support Team Lead
Location:
Mumbai (Lower Parel)
Roles and Responsibilities:
- Lead and inspire a team of customer experience associates to deliver exceptional service
- Provide guidance and support to team members, ensuring they adhere to company
- Monitor team performance metrics and provide regular feedback and coaching to drive
- Collaborate with internal teams to identify process inefficiencies and implement
- Proactively analyse inbound customer queries to identify trends and opportunities for
- Develop and implement strategies to leverage customer feedback and insights to drive
- Maintain open communication channels with team members, fostering a positive and
- Handle escalated customer inquiries and complaints, ensuring swift resolution and customer satisfaction.
- Stay updated on product knowledge, promotions, and company policies to provide
- Drive team engagement and morale through recognition, rewards, and team-building activities.
- Bachelor's degree or equivalent; additional education or training in customer service
- Minimum of 3 years of experience in a leadership role within a customer-facing
- Excellent communication skills, both verbal and written, with the ability to articulate
- Strong leadership and coaching skills, with the ability to motivate and inspire team
- Proficiency in using computers and customer relationship management (CRM) software.
- Ability to work effectively in a fast-paced, team-oriented environment.
- Flexibility to work varying shifts, including evenings, weekends, and holidays, as needed.
- Demonstrated empathy and a genuine desire to help customers resolve their issues and
- Attention to detail and accuracy in record-keeping and data entry.
- Commitment to upholding company policies and procedures, including privacy and
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