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Customer Support Team Lead

1 month ago

Bengaluru, India FUTUREROLE LIMITED Full time
Roles and Responsibilities:
  1. Team Management:
  • Lead, mentor, and manage a team of customer support representatives.
  • Monitor team performance and provide regular feedback.
  • Conduct training sessions to improve team skills.
  1. Communication:
  • Ensure seamless communication with customers in both Hindi and English.
  • Handle escalations and complex queries in a professional manner.
  • Collaborate with other departments to resolve customer issues efficiently.
  1. Customer Satisfaction:
  • Monitor customer interactions to ensure high-quality support.
  • Implement strategies to improve customer satisfaction and reduce response time.
  • Analyze feedback to identify areas for improvement.
  1. Reporting & Analysis:
  • Prepare and present performance reports for the team.
  • Track KPIs such as response time, resolution rate, and customer satisfaction scores.
  • Use data insights to make informed decisions.
  1. Process Improvement:
  • Identify gaps in current support processes and implement improvements.
  • Stay updated on industry trends and best practices in customer support.
Key Skills:
  • Proficiency in Hindi and English communication.
  • Strong leadership and team management skills.
  • Problem-solving and decision-making abilities.
  • Familiarity with CRM tools and customer support software.
  • Excellent interpersonal and conflict-resolution skills.