Customer Support Lead

7 days ago

Bengaluru, Karnataka, India Medi Assist Full time ₹ 1,04,000 - ₹ 1,30,878 per year

Overview:

We are looking for an experienced Non-Voice Team Leader to manage and guide our team of customer support representatives. The ideal candidate will have strong leadership skills, a track record of excellent performance in non-voice support channels, and the ability to drive team productivity and customer satisfaction.

Key Responsibilities:

  • Lead, motivate, and manage a team of Non-Voice Customer Support Representatives to achieve performance goals and high levels of customer satisfaction.
  • Oversee daily operations to ensure the team meets or exceeds key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.
  • Provide coaching, training, and support to team members to enhance their skills and performance.
  • Monitor and review team performance metrics, identify areas for improvement, and implement action plans to address issues.
  • Handle escalated customer queries and complex issues that require a higher level of expertise.
  • Develop and implement processes and procedures to improve team efficiency and effectiveness.
  • Prepare and deliver regular reports on team performance, customer feedback, and operational issues to senior management.
  • Facilitate team meetings and ensure effective communication of company policies, updates, and initiatives.
  • Collaborate with other departments to resolve cross-functional issues and enhance overall customer experience.
  • Stay updated on industry trends, tools, and technologies to ensure the team remains current and competitive.

Qualifications:

  • Proven experience as a Team Leader or Supervisor in a non-voice customer support environment.
  • Strong leadership and team management skills with the ability to motivate and guide a diverse team.
  • Excellent written and verbal communication skills.
  • Solid understanding of CRM systems, support tools, and best practices in non-voice support.
  • Strong problem-solving abilities and attention to detail.
  • Ability to manage multiple tasks and prioritize effectively.
  • Proficiency in data analysis and performance metrics.
  • Flexibility to adapt to changing priorities and business needs.

Preferred Skills:

  • Experience with performance management and training programs.
  • Knowledge of [specific industry or product knowledge relevant to the role].
  • Familiarity with advanced customer support tools and technologies.

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