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Team Lead-Customer Support

1 month ago

gurugram, India Agrim Full time
About Agrim
At Agrim were transforming the Agriinput landscape through our cuttingedge B2B ecommerce platform. We connect retailers and small distributors with a diverse range of products including seeds pesticides fertilizers and agro tools. Operating nationwide with a catalog of over 29000 SKUs from more than 500 brands Agrim is a demanddriven marketplace that thrives on understanding and meeting market needs. Our innovative model involves procuring materials from top distributors and manufacturers to fulfill customer demand without holding inventory.
Key Role Areas
Monitor Agent KPIs : Regularly review metrics like call handling time resolution rates and ticket volumes. Implement dashboards for realtime tracking.
Team Quality Score Improvement : Conduct regular coaching sessions based on quality assessments. Use feedback from quality audits to identify areas for improvement.
CSAT & NPS Improvement : Analyze customer feedback to understand pain points.Train agents on best practices for customer interaction.
Ensure Adherence to Existing SOPs : Conduct periodic audits to ensure compliance with standard operating procedures.
Ensure Timely Issue Resolution : Set clear timelines for different types of issues and monitor adherence. Implement a triage system for prioritizing urgent cases.
Maintain Team Discipline : Foster a culture of accountability and recognition. Address any disciplinary issues promptly and fairly.

Requirements
  • Minimum 4 years of experience in customer support.
  • Experienced in handling a team size of minimum 20 agents.
  • Must have good hands on experience on Microsoft Excel and/or Google Sheets (Advanced Level).
  • Must have thorough understanding of KPIs & CX metrics like NPS CSAT etc.

NOTE : This role is completely 6days (MonSat) work from office in Sector66 Gurugram Haryana.
Customer Support Net Promoter Score Team Management Customer Satisfaction Index Escalation Management

Education

Any graduate