Aptean - Team Lead - Customer Support
4 weeks ago
Job Description Aptean is looking for a dynamic and results-oriented Team Lead - Customer Support to lead and motivate our customer support representatives. If you have a proven track record in customer service leadership, excellent communication skills in both English and Hindi, and a passion for driving customer satisfaction and team performance, we encourage you to apply. Responsibilities - Lead and manage a team of customer support representatives, providing guidance, coaching, and support as needed. - Monitor key performance metrics related to customer support activities, such as response times, resolution rates, and customer satisfaction scores. - Maintain call and email quality above 90% and ensure emails are responded to within 24 hours. - Drive Customer Satisfaction (CSAT) by ensuring a rating above 4/5 or 8/10 for both answered calls and emails. - Manage team productivity by maintaining an average talk time of 6 hours per day per agent. - Ensure the team answers a minimum of 120 calls per day or achieves 6 hours of talk time. - Handle escalated customer concerns and complaints, demonstrating empathy and professionalism in every interaction. - Monitor customer interactions to ensure quality standards are met and maintained. - Analyze customer support metrics and KPIs to track performance and identify trends. - 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. Qualifications & Skills - Minimum 3 years of experience in customer service, with at least 1-2 years in a leadership role. - Prior experience in Customer Support is required, with a preference for candidates with experience in the D2C industry. - Excellent command over English and Hindi languages. - 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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Customer Support Lead
1 week ago
Madurai, India Aptean Full timeJob Title: Lead Customer Support Engineer Location: Madurai Aptean is changing. Our bespoke ERP solutions are transforming a huge range of global businesses, from food producers to manufacturers. In a world of generic enterprise software, we provide targeted solutions that bring together the very best technology and drive greater results. With over 3000...
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Customer Support Lead
1 week ago
Madurai, India Aptean Full timeJob Title: Lead Customer Support Engineer Location: Madurai Aptean is changing. Our bespoke ERP solutions are transforming a huge range of global businesses, from food producers to manufacturers. In a world of generic enterprise software, we provide targeted solutions that bring together the very best technology and drive greater results. With over 3000...
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Customer Support Lead
1 week ago
Madurai, India Aptean Full timeJob Title: Lead Customer Support Engineer Location: Madurai Aptean is changing. Our bespoke ERP solutions are transforming a huge range of global businesses, from food producers to manufacturers. In a world of generic enterprise software, we provide targeted solutions that bring together the very best technology and drive greater results. With over 3000...
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Customer Support Lead
1 week ago
Madurai, India Aptean Full timeJob Title: Lead Customer Support EngineerLocation: Madurai Aptean is changing. Our bespoke ERP solutions are transforming a huge range of global businesses, from food producers to manufacturers. In a world of generic enterprise software, we provide targeted solutions that bring together the very best technology and drive greater results. With over 3000...
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Customer Support Lead
1 week ago
Madurai, India Aptean Full timeJob Title: Lead Customer Support EngineerLocation: Madurai Aptean is changing. Our bespoke ERP solutions are transforming a huge range of global businesses, from food producers to manufacturers. In a world of generic enterprise software, we provide targeted solutions that bring together the very best technology and drive greater results. With over 3000...
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Customer Support Lead
1 week ago
Madurai, India Aptean Full timeJob Title: Lead Customer Support EngineerLocation: Madurai Aptean is changing. Our bespoke ERP solutions are transforming a huge range of global businesses, from food producers to manufacturers. In a world of generic enterprise software, we provide targeted solutions that bring together the very best technology and drive greater results. With over 3000...
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