Job Title: Team Lead - Customer Support Executive
Job Description:
As a Team Lead - Customer Support Executive, you will be responsible for leading and managing a team of customer support representatives to ensure excellent customer service and satisfaction. You will play a critical role in enhancing the customer experience and achieving service goals. Your primary objective will be to effectively supervise and support the team while maintaining high-quality service standards.
Responsibilities:
Team Management:
Lead and motivate a team of customer support representatives to achieve individual and team performance targets.
Provide guidance, coaching, and mentorship to team members to enhance their skills and professional development.
Conduct regular team meetings to communicate updates, performance expectations, and address any concerns or issues.
Monitor and evaluate team performance, identifying areas for improvement and implementing corrective measures when necessary.
Customer Service Excellence:
Ensure prompt and accurate resolution of customer inquiries, complaints, and issues in a professional and timely manner.
Set service level objectives and monitor team performance to ensure adherence to defined standards.
Identify patterns or trends in customer feedback to drive process improvements and enhance customer satisfaction.
Handle escalated customer concerns, demonstrating effective problem-solving skills and empathy.
Process Improvement:
Collaborate with relevant stakeholders to identify opportunities for process improvement, efficiency, and automation.
Analyze customer support metrics and data to generate insights and recommendations for enhancing service quality.
Develop and implement best practices and standard operating procedures (SOPs) to streamline workflows and ensure consistent service delivery.
Monitor and report on key performance indicators (KPIs) to track team performance and identify areas of improvement.
Cross-functional Collaboration:
2 - 3 Years
5 Openings
3.8-4.0 Lac/Yr
Face-to-Face interview
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