Aptean - Team Lead - Customer Support

3 days ago

Madurai, India Aptean Full time

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.

  • Lead Customer support engineer

    1 week ago

    Madurai, Tamil Nadu, India Aptean Full time ₹ 2,00,000 - ₹ 6,00,000 per year

    OverviewJob Title: Team Lead Customer SupportLocation: 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...

  • Lead Customer Support Engineer

    1 week ago

    Madurai, Tamil Nadu, India Aptean Full time ₹ 5,00,000 - ₹ 15,00,000 per year

    OverviewJob Title: Lead Customer Support EngineerLocation: MaduraiAptean 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...

  • Lead Customer support engineer

    6 days ago

    Madurai, Tamil Nadu, India Aptean Full time ₹ 5,974 - ₹ 1,20,000 per year

    India5974Employee Regular Full TimeJob DescriptionOverviewLocation: MaduraiAptean 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...

  • Team Lead,customer Support

    3 days ago

    Madurai, India Aptean Full time

    Job Description Aptean is looking for a motivated and experienced Team Lead, Customer Support, to join our dynamic team. In this role, you'll be the first level of escalation for complex ERP support queries, guiding and coaching a team of young engineers, particularly in financial modules. If you have a strong understanding of ERP software, excellent...

  • Customer support engineer

    1 week ago

    Madurai, Tamil Nadu, India Aptean Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Overview . JOB IDENTIFICATIONAPTEAN JOB TABLE:    APTEAN JOB LEVEL: BAPTEAN JOB TITLE: Support EngineerREPORTS TOFull line:Ginger wellsDotted line: 2. GENERAL JOB SUMMARYAptean is looking for a quality-focused Senior Support Consultant to join our Support team and learn our business from the ground up. The goal is to delight customers by providing timely...

  • Customer support engineer

    4 hours ago

    Madurai, Tamil Nadu, India Aptean Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    OverviewJOB DESCRIPTION: 1. JOB IDENTIFICATIONAPTEAN JOB TABLE:     APTEAN JOB LEVEL: BAPTEAN JOB TITLE: Support Engineer 2. GENERAL JOB SUMMARY Aptean is looking for a quality-focused Senior Support Consultant to join our Support team and learn our business from the ground up. The goal is to delight customers by providing timely resolution to their...

  • Senior customer support engineer

    1 week ago

    Madurai, Tamil Nadu, India Aptean Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    OverviewJob Title: Senior 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...

  • Senior Customer support engineer

    1 week ago

    Madurai, Tamil Nadu, India Aptean Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    OverviewJob Title: Senior Customer SupportLocation: 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...

  • Senior Customer Support

    1 week ago

    Madurai, Tamil Nadu, India Aptean Full time ₹ 48,00,000 - ₹ 96,00,000 per year

    1. JOB IDENTIFICATIONAPTEAN JOB LEVEL: CAPTEAN JOB TITLE: Senior Support Engineer2. GENERAL JOB SUMMARYAptean is looking for a quality-focused Senior Support Consultant to join our Support team and learn our business from the ground up. The goal is to delight customers by providing timely resolution to their technical and application problems.3. SCOPEDirect...

  • Senior Customer support engineer

    1 week ago

    Madurai, Tamil Nadu, India Aptean Full time ₹ 5,976 - ₹ 72,000 per year

    India5976Employee Regular Full TimeJob DescriptionOverviewLocation: MaduraiAptean 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...