▷ Only 24h Left Voylla

3 weeks ago

Jaipur India Voylla Full time

Job Description Team Lead - Customer Support (Voylla). Profile Overview - As the Customer Support Team Lead at Voylla, you'll guide a dynamic team of support representatives to ensure exceptional service across phone, email, chat, and social channels. - You'll oversee team performance, handle escalations, and streamline the returns/exchanges process, all while upholding brand values and delighting customers. Key Responsibilities - Team Leadership & Supervision Lead, coach & mentor a team of customer support agents. - Set clear KPIs and motivate the team to consistently exceed performance targets. - Performance Monitoring Track and analyze metrics-such as CSAT, response time, resolution rate-and deliver actionable insights. - Escalated Issue Resolution Take ownership of complex customer complaints, ensuring prompt, empathetic, and professional outcomes. - Return & Exchange Management Oversee the end-to-end returns/exchange process), coordinate with logistics/warehouse, and ensure seamless customer satisfaction. - Training & Development Develop & deliver training sessions to elevate team capabilities in product knowledge, communication, and CRM usage. - Process Improvement Identify and optimize workflows-such as ticket routing, self-service content, or returns policy-to elevate efficiency and customer experience. - Cross-functional Collaboration Work closely with Product, Quality, and Warehouse teams to ensure quick issue resolution and rollout of service improvements. - Reporting & Documentation Generate regular reports on performance, escalations, returns, and resolutions. - Maintain up-to-date knowledge-base articles and SOPs. Skills & Qualifications - Leadership & Management Proven ability to lead, coach, and inspire a customer support team. - Customer Service Strong grasp of support operations, escalations, and quality standards. - Communication Excellent verbal & written English-must be empathetic, clear, and persuasive with customers. - Analytical & Data-driven Comfortable extracting insights from data-CSAT, ticket volume, resolution trends. - Conflict Resolution Calm under pressure, adept at resolving escalations tactfully. - Tools Proficiency Familiarity with CRM systems and Microsoft Office Suite. - Organizational Skills Strong scheduling, prioritization, and multitasking abilities in a fast-paced retail environment. - Training & Coaching Experience designing and delivering training and providing regular performance feedback. - Educational Background Bachelor's degree - ideally in Business, Communication, or related field. Experience - 2-3 years in customer support, including at least 1 year in a leadership role. What a Typical Day Looks Like - Morning huddle to review KPIs (ticket count, backlog, CSAT) and assign priorities. - Monitor escalations, intervene when needed. - Conduct one-on-ones or coaching sessions with team members. - Analyze daily performance-identify trends or training needs. - Lead cross-department syncs on escalations or process issues. - Oversee returns/exchange queue, resolve pending issues. - Update knowledgebase; refine SOPs. - Review and finalize scheduling and shifts. Why Join Voylla. Voylla stands at the forefront of fashion jewelry in India-offering innovative designs with fast logistics and excellent customer support. As Team Lead, you'll shape how our customers connect with our brand, drive continuous service excellence, and have a measurable impact on customer loyalty. (ref:iimjobs.com)

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