Customer Support Team Lead
1 week ago
Role & responsibilities
- Interact with customers via phone and email to address their inquiries, requests, and concerns in a professional and timely manner.
- Provide accurate and detailed information about our company services, and shipment delivery update to customers.
- Assist customers in tracking shipments and resolving delivery issues.
- Handle customer complaints and provide appropriate solutions or escalate to the relevant department for resolution.
- Ensure adherence to committed TAT.
- Prepare monthly performance reports and attend customer review meetings.
- Collaborate with internal teams to ensure smooth processing for shipment pickups & delivery, and ensure customer satisfaction.
- Identify opportunities to upsell or cross-sell additional products or services to customers.
Preferred candidate profile
* Graduation from a recognized university or equivalent.
* Fluent in Kannada / Hindi and English, both written and spoken.
*Proven experience in a customer service role is preferred.
*Excellent communication skills with the ability to actively listen and empathize with customers.
*Strong problem-solving and decision-making abilities.
*Proficient in using Microsoft Excel and basic computer applications.
*Ability to work in a fast-paced and dynamic environment, adapting to changing priorities and customer needs.
*Positive attitude, team player, and passion for delivering outstanding customer service.
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