Customer Support Professional

19 hours ago

Noida, Uttar Pradesh, India Jebelz Full time ₹ 4,00,000 - ₹ 8,00,000 per year

Key Responsibilities:

Team Leadership: Lead, mentor, and motivate a team of customer support specialists to achieve performance targets and maintain a positive, collaborative work environment. Performance Monitoring: Monitor team performance metrics, including ticket resolution times, customer satisfaction scores, and response rates.

Ticketing System Management: Oversee the daily use and optimization of our ticketing system (e.g., Zendesk, Freshdesk, HubSpot), ensuring all tickets are prioritized and resolved efficiently.

Issue Resolution: Act as the primary point of contact for complex or escalated customer issues, providing clear guidance and ensuring timely and satisfactory resolutions.


• Process Improvement: Identify opportunities to improve existing support processes and workflows, implementing best practices to enhance efficiency and customer experience.

Training and Development: Develop and conduct training sessions for new hires and provide ongoing coaching for the team to improve their skills and product knowledge. Reporting: Generate and analyze reports on key performance indicators (KPIs) to provide insights and recommendations to senior management.

Qualifications:

Experience: 2-3 years of proven experience in a customer support environment, with at least 1 year in a leadership or managerial role.


• Technical Skills: Strong working knowledge of various customer support ticketing systems and best practices for managing ticket queues and workflows.


• Communication: Excellent written and verbal communication skills, with a talent for clear and empathetic interaction with customers and team members.

Problem-Solving: Exceptional analytical and problem-solving abilities, with a focus on finding effective and efficient solutions.

Leadership: Demonstrated ability to lead, inspire, and develop a team in a fast-paced environment.

Adaptability: Proven capacity to manage multiple priorities and adapt to changing business needs.

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