Customer Support Team Lead

2 weeks ago


Delhi, Delhi, India Qrata Full time

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
and satisfaction across all communication channels.

  • Provide guidance and support to team members, ensuring they adhere to company
policies and procedures, including privacy and security guidelines.

  • Monitor team performance metrics and provide regular feedback and coaching to drive
continuous improvement.

  • Collaborate with internal teams to identify process inefficiencies and implement
solutions to enhance overall customer satisfaction.

  • Proactively analyse inbound customer queries to identify trends and opportunities for
process improvements.

  • Develop and implement strategies to leverage customer feedback and insights to drive
product and service enhancements.

  • Maintain open communication channels with team members, fostering a positive and
inclusive work environment.

  • Handle escalated customer inquiries and complaints, ensuring swift resolution and customer satisfaction.
  • Stay updated on product knowledge, promotions, and company policies to provide
accurate information and guidance to team members.

  • Drive team engagement and morale through recognition, rewards, and team-building activities.
Education & Skills

  • Bachelor's degree or equivalent; additional education or training in customer service
management is a plus.

  • Minimum of 3 years of experience in a leadership role within a customer-facing
environment, preferably in retail or e-commerce.

  • Excellent communication skills, both verbal and written, with the ability to articulate
information clearly and professionally.

  • Strong leadership and coaching skills, with the ability to motivate and inspire team
members to achieve goals and targets.

  • 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
enhance their overall experience.

  • Attention to detail and accuracy in record-keeping and data entry.
  • Commitment to upholding company policies and procedures, including privacy and
security guidelines.
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