Customer Support Team Lead

4 weeks ago

Indore, India Kyari Full time

About the company:

We're a budding home decor start-up, yet a leading one in the D2C space.

Two years ago, with a small team from Indore, we launched our game-changing self-watering planters. We believed then, as we do now, that home decor should be both beautiful and hassle-free.

Our self-watering plants with planters were an instant hit. Customers loved the idea of watering their plants just once a week. It's made plant parenting a breeze. And with their continued support, we've become known for delivering top-notch products that combine style and function seamlessly.

Our goal is to shake up the home decor industry by offering innovative solutions. We promise quick delivery of live plants, stunning design, premium quality, and easy plant care.

Join us as we pave the way for a new era in home decor

To know more visit:

Responsibilities:

  • Drive customer support team to ensure a seamless and positive consumer experience across all touchpoints.
  • Act as the voice of the consumer within the organization, ensuring their concerns are heard, understood, and resolved effectively.
  • Drive a solution-oriented approach, ensuring quick and accurate resolution of customer queries, complaints, and escalations.
  • Coach, mentor, and motivate the team to adopt a consumer-first mindset in every interaction.
  • Maintain call and email quality above 90% and ensure emails are responded to within 24 hours.
  • Drive Customer Satisfaction (CSAT) by ensuring rating above 4/5 or 8/10 for both answered calls and emails.
  • Collaborate with cross-functional teams (operations, product, marketing) to ensure customer feedback translates into actionable improvements
  • Handle escalated customer concerns and complaints, demonstrating empathy and professionalism in every interaction.
  • Ensure the team maintains a high standard of communication, empathy, and problem-solving skills. Utilize analytical skills to identify trends, areas for improvement, and implement strategies to enhance team performance.
  • Lead and motivate the team to achieve set targets within specified timelines.

Requirements:

  • Heavy consumer centric Mindset.
  • Excellent command over English and Hindi languages.
  • Minimum 3 years of experience in customer service.
  • Prior experience in Customer Support is required, with a preference for candidates with experience in the D2C industry.
  • Strong analytical skills with the ability to interpret data and make informed decisions.
  • Proficiency in Excel and Google Sheets for data analysis and reporting purposes.
  • Exceptional problem-solving abilities and the capacity to handle challenging situations.
  • Proven leadership qualities with the ability to inspire and motivate team members.
  • Ability to work effectively under pressure and meet tight deadlines.

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