Customer Support Team Lead

2 weeks ago

Delhi, India ShftX tech Private Limited Full time

Role & responsibilities:

The Customer Support Executive will be responsible for handling Team members & customer inquiries, providing solutions, and ensuring customer satisfaction across various communication channels (phone, email, live chat, etc.). This individual will demonstrate a strong understanding of our products and services, as well as exceptional problem-solving skills to provide timely and efficient resolutions.

Key Responsibilities:

  • Customer Interaction: Respond to customer inquiries via phone, email, chat, or social media, ensuring a professional and helpful experience.
  • Issue Resolution: Investigate and resolve customer issues by identifying their needs and providing effective solutions in a timely manner.
  • Product Knowledge: Stay up to date with the companys products, services, policies, and procedures to assist customers accurately and efficiently.
  • Documentation: Accurately document customer interactions, feedback, and resolutions within the CRM system.
  • Escalation Handling: Identify and escalate complex issues to senior staff or relevant departments for resolution.
  • Customer Satisfaction: Monitor customer satisfaction levels and work proactively to improve customer retention and loyalty.
  • Team Collaboration: Work closely with team members to improve processes and deliver excellent customer service.
  • Feedback Collection: Gather and report customer feedback to help improve products, services, and overall customer experience.
  • Performance Metrics: Meet individual and team-based performance metrics and KPIs related to customer service quality, response times, and issue resolution rates.

Skills and Qualifications:

  • Education: Bachelors degree preferred.
  • Experience: Minimum 2-3 years of experience in a customer service or support role.
  • Communication Skills: Strong verbal and written communication skills with the ability to clearly explain technical or complex information.
  • Problem-Solving: Excellent analytical skills with the ability to troubleshoot and resolve issues quickly and effectively.
  • Multitasking: Ability to handle multiple tasks simultaneously while maintaining attention to detail.
  • Interpersonal Skills: Friendly, approachable, and able to build rapport with customers.

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