Customer Support Lead

2 days ago

Hyderabad, Telangana, India Aryagami Cloud Services Full time ₹ 9,00,000 - ₹ 12,00,000 per year

We are seeking a motivated and customer-focused individual to join our team Infimobile as a Customer Support Lead

InfiMobile is a premium mobile virtual network operator that provides reliable nation-wide coverage across the United States with cost effective and budget-friendly plans. To know more about us, check

Responsibilities

  • Identify opportunities to enhance internal processes which promote best practice and lead to overall performance improvement and organizational efficiency.
  • Coordinate the activities of the Customer Service team; provide support and advice to team members.
  • Monitor performance and lead the team to achieve key performance indicators (KPIs) and provide an excellent service to customers.
  • Evaluate customer feedback and identify ways to maximize customer satisfaction.
  • Ensure that standard operating procedures are documented and maintained.
  • Produce written reports when required to do so.

Additional Responsibilities

  • Monitor and assign emails in generic inboxes, such as info@, orders@
  • Answer customer enquiries by telephone and email, plus any other communication channels that are introduced by the company such as live agent and social media.
  • Liaise with infimobiles Escalation Manager & Team Leader to ensure all issues are resolved within agreed time scales.
  • Responsible for all post-order correspondence with customers ensuring all aspects of a project are effectively communicated and documented.
  • Assist customers when pick errors have occurred, liaising with After Sales as and when required.
  • Manage escalated calls and emails from customers.

REQUIREMENTS -

  • Requires executive-level communication skills to communicate effectively with top management staff and other customer service employees.
  • Knowledge of Windows PC applications, Microsoft Excel (creating trend charts and v lookup), and Microsoft PowerPoint (creating presentations)
  • Language skills necessary - US English
  • Ability to effectively resolve or drive resolution for the critical situations that require the creation of solid, effective and efficient approaches
  • Experience with executive managing level expectations and communications
  • Demonstrated proficiency in managing challenging customer situations and leading customers through difficult issues to successful resolution

WORK MODE -

  • Full Time
  • Flexible Working Hours

PREFERRED EXPERIENCE -

  • Work Experience with US Clients.

BENEFITS -

  • Free Cafeteria
  • Incentives are provided

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