Customer Support Leader

Duroflex

Resolving complaints in defined TAT and ensuring good CSAT ratings.

Creating new SOPs and processes and working on continuous improvement on lead management, order management, complaint handling etc. Enabling and developing customer centricity as the core principle within the team.

Manage multiple projects and tasks while maintaining operational standards.

Provide immediate supervision to Customer Care staffs and operates with no supervision in a complex environment

Proactively identify, define and solve the most complex problems that impact the functioning of the Team. Anticipates internal and/or external business challenges recommend & develop process or service improvements plans and recommend to Customer Service Manager.

Promote an elevated customer experience by providing feedback, coaching, and training through consistent one-on-one coaching/meetings with direct reports.

Maintain Quality Assurance expectations by reviewing and evaluating contacts, conducting individual coaching sessions, analysing reports and reacting to trends.

Drive cross functional process improvements to support quality, productivity, cost goals and objectives.

Work closely with the Training Manager to identify training gaps and recommend solutions to improve performance.

Create and/or help administer contact centre activities that help promote a sales and service culture.

Continually maintain working knowledge of all company products, services, and promotions. Run daily performance reports and maintain monthly scorecards. Leads projects within the team to achieve milestones and objectives

Develops the team and then establish & monitors the processes which best utilize team talents for the purpose of meeting goals

Regularly monitor ecommerce market places and generate more reviews on products.

Should have handled and implemented CRM software in the previous stint.

Send your resume to

• Experience

  5 - 6 Years

• No. of Openings

  1

• Education

  Any Bachelor Degree

• Role

  Customer Support Leader

• Industry Type

  Call Centre / BPO / KPO / ITES / LPO

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office