Customer Support Team Lead
3 weeks ago
As a Customer Support Team Lead at Thrillophilia, you will be responsible for leading and managing a team of Customer Support Representatives. Your primary goal will be to ensure that our customers receive top-notch service and that the team meets its performance targets.
Key Responsibilities:
- 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.
- 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.
- 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.
- 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.
- 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.
- Resource Management:
- Manage scheduling and resource allocation to ensure adequate coverage.
- Handle administrative tasks related to team management, such as attendance and leave management.
● Bachelor's degree in any discipline; a degree in Business Administration or a related field is a plus.
● Minimum of 3 years of experience in customer support, with at least 1 year in a supervisory or leadership role.
● Excellent communication and interpersonal skills.
● Strong problem-solving and decision-making abilities.
● Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
● Proficiency in using customer support software and tools.
● Demonstrated ability to lead and motivate a team.
About Thrillophilia:At Thrillophilia, we're on a mission to make travel planning and booking effortless, so that travelers can focus on creating unforgettable memories. Thrillophilia's journey is rooted in a passion for travel, exploration, and adventure.
Our platform boasts diverse and wholesome offerings, featuring over 25,000 experiences and 2,500 holiday packages in over 150+ Destinations. From adventurous and offbeat travel to luxurious options, our aim is to provide our customers with the best experiences possible.
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