Customer Support Team Lead

2 weeks ago


Jaipur, Rajasthan, India Thrillophilia Full time

About the Job:

We are seeking a highly skilled and experienced Customer Support Team Lead to join our team at Thrillophilia. As a Customer Support Team Lead, you will be responsible for leading and managing a team of Customer Support Representatives, ensuring that our customers receive top-notch service and that the team meets its performance targets.

Key Responsibilities:

1. Team Management: Lead, mentor, and motivate a team of Customer Support Representatives. Monitor team performance and conduct regular performance reviews. Provide coaching and training to team members to enhance their skills and performance.

2. CUSTOMER SERVICE: Ensure high levels of customer satisfaction by addressing and resolving customer inquiries and complaints promptly. Handle escalated customer issues and provide timely resolutions. Maintain a strong understanding of our products and services to effectively assist customers.

3. Performance Monitoring: Track and analyze key performance metrics, such as response time, resolution time, and customer satisfaction scores. Implement strategies to improve team performance and achieve targets. Prepare and present performance reports to management.

4. Process Improvement: Identify opportunities for process improvements and implement best practices. Collaborate with other departments to streamline workflows and enhance customer experience. Develop and update customer support policies and procedures.

5. Communication: Foster a positive and collaborative team environment. Communicate effectively with team members, management, and other stakeholders. Ensure that important updates and information are shared with the team promptly.

Qualifications:

We are looking for a candidate with a Bachelor's degree in any discipline, with a minimum of 3 years of experience in customer support, including at least 1 year in a supervisory or leadership role. Excellent communication and interpersonal skills are essential, as well as strong problem-solving and decision-making abilities.



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