Customer Support Lead

Lead Customer Support

Build your best future with the Johnson Controls team

As a global leader in smart, healthy, and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away

What we offer:

• Competitive salary
• Paid vacation/holidays/sick time
• On the job/cross training opportunities
• Encouraging and collaborative team environment
• Dedication to safety through our Zero Harm policy

What you will do

Leading a team for the Key Accounts team which consists of 8 – 10 employees.

How you will do it

• ERP Tool
• MS Office tools
• Executing and validating existing documentation
• Analytical Knowledge

What we look for

Required

• Fluency in English language.
• Excellent typing speed
• Confident in building a conversation
• Graduation or Diploma holder
• Overall Experience 4 Year to 5 Years (BPO experience preferred with Customer support process knowledge)
• Interact with the onshore team in driving the operations.
• Leadership skills to execute operations and lead a team of 10 individual employees.
• Coordinate with other stakeholders and its teams to drive resolution to assigned tasks.
• Support team initiatives to upgrade or patch hardware and software infrastructure.
• Support continual process improvement by executing and validating existing documentation.
• Identify gaps in processes/standards and contribute original content to the systems library.
• Perform periodic audits of ERP tool and internal audits as in order to ensure they are fully functional for desired health performance
• Ability to multitask while balancing shifting priorities.
• Conduct system training as required and directed by the Programmer, Manager
• Special projects and duties as assigned by BSNA Offshore team

Preferred

• Candidates with BPO experience with Customer support experience (4-5 Years).
• Candidates handling emails from clients and update details on the ERP tool.
• Candidates Involved in resolving customer queries.
• Candidates with good communication Skills & Interpersonal Skills.
• Should be patient enough to handle any kind of customer queries.
• Good Team player.
• Ability to multitask while balancing shifting priorities.
• Special projects and duties as assigned by Onshore BSNA team.
• Effectively handle day-to-day back-office operations & achieve all the contractual SLAs
• Manage team of up to 8-10 employees
• Effective Work Load Management
• Coaching & sharing timely feedback with the team/team members
• Work with team & should be able to motivate the team to drive high performance
• Focus & Analyze each team member performance and drive improvements
• Willing to work in shifts as per the business requirement
• Take ownership of issues and work with relevant functions to resolve them
• Absenteeism & Attrition Management
• Understanding of company policies & procedures
• Comply to all ISO related protocols
  

Johnson Controls is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit