Customer Support Team Lead

3 weeks ago


Noida, Uttar Pradesh, India EMPLOYMENT MANTRAS Full time
CCE Job Description

This role is designed for an experienced professional who can lead a team of representatives offering customer support. The ideal candidate will oversee the customer service process, resolve customer complaints, create policies and procedures, plan training, select and hire new staff, and ensure a pleasant working environment for the team.

Responsibilities:
  • Manage a team of customer support representatives.
  • Oversee the customer service process, ensuring timely and effective resolution of customer complaints.
  • Create policies and procedures for customer service, training, and quality assurance.
  • Plan and implement training programs for the customer support team.
  • Select and hire new staff for the customer support team.
  • Monitor the work of individual representatives and the team, providing feedback and coaching as needed.
  • Conduct quality assurance surveys with customers and provide feedback to the team.
  • Maintain a pleasant working environment for the team, ensuring excellent product knowledge and customer support skills.


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