Customer Support Team Lead

4 weeks ago

Mumbai, India Pilgrim Full time

Key Responsibilities:


Team Management:


● Lead and supervise a team of customer support representatives, providing guidance, coaching, and support.

● Set performance expectations, monitor individual and team performance, and conduct regular performance evaluations.

● Foster a positive and collaborative team environment, promoting teamwork and continuous improvement.

● Organise work schedules, allocate resources effectively, and ensure adequate coverage for customer support operations.


Customer Service Excellence:

● Ensure the delivery of exceptional customer service, meeting or exceeding customer satisfaction targets.

● Handle escalated customer inquiries or complaints, providing timely and effective resolutions.

● Stay updated on product knowledge, policies, and procedures to assist team members and customers with accurate information.

● Analyze customer feedback and identify areas for improvement in processes, policies, or service delivery.


Process Improvement:

● Collaborate with cross-functional teams, including product development, delivery and refunds to address customer needs and improve service quality.

● Identify opportunities to streamline processes and enhance operational efficiency without compromising customer experience.

● Propose and implement initiatives to enhance customer support tools, systems, and workflows.

● Monitor key performance indicators (KPIs) and report on team performance, identifying trends and areas requiring improvement.


Training and Development:

● Provide ongoing training and coaching to team members, ensuring their continuous professional growth and development.

● Conduct regular team meetings to communicate updates, share best practices, and address challenges.

● Develop and update training materials, knowledge base articles, and resources to support team members in delivering high-quality customer support.


Reporting and Documentation:

● Maintain accurate and up-to-date records of customer interactions, inquiries, and resolutions.

● Generate reports on team performance, customer satisfaction, and trends in customer inquiries.

● Prepare and present performance reports to management, highlighting achievements, challenges, and recommended actions.


Profile Requirements:

● Bachelor's degree in a relevant field or equivalent work experience.

● Proven experience in a customer support role, with at least 2 years in a leadership or supervisory position.

● Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, and stakeholders at all levels.

● Strong problem-solving and decision-making abilities, with a focus on providing effective and efficient solutions.

● Solid understanding of customer service principles and practices.

● Proficiency in using customer support software, ticketing systems, and CRM tools.

● Ability to analyze data and generate meaningful reports.

● Flexibility to work in a fast-paced and dynamic environment.

● Demonstrated leadership skills, including the ability to motivate and inspire team members

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