Greetings from Pilgrim,

We are looking for Team Lead - Customer Support,

Location - Navi Mumbai (Mahape).

Team Management:

- Lead and supervise a team of customer support representatives, providing guidance, coaching, and support.

- Set performance expectations, monitor individual and team performance, and conduct regular performance evaluations.

- Foster a positive and collaborative team environment, promoting teamwork and continuous improvement.

- Organise work schedules, allocate resources effectively, and ensure adequate coverage for customer support operations.

Customer Service Excellence:

- Ensure the delivery of exceptional customer service, meeting or exceeding customer satisfaction targets.

- Handle escalated customer inquiries or complaints, providing timely and effective resolutions.

- Stay updated on product knowledge, policies, and procedures to assist team members and customers with accurate information.

- Analyze customer feedback and identify areas for improvement in processes, policies, or service delivery.

Process Improvement :

- Collaborate with cross-functional teams, including product development, delivery and refunds to address customer needs and improve service quality.

- Identify opportunities to streamline processes and enhance operational efficiency without compromising customer experience.

- Propose and implement initiatives to enhance customer support tools, systems, and workflows.

- Monitor key performance indicators (KPIs) and report on team performance, identifying trends and areas requiring improvement.

Training and Development :

- Provide ongoing training and coaching to team members, ensuring their continuous professional growth and development.

- Conduct regular team meetings to communicate updates, share best practices, and address challenges.

- Develop and update training materials, knowledge base articles, and resources to support team members in delivering high-quality customer support.

Reporting and Documentation :

- Maintain accurate and up-to-date records of customer interactions, inquiries, and resolutions.

- Generate reports on team performance, customer satisfaction, and trends in customer inquiries.

- Prepare and present performance reports to management, highlighting achievements, challenges, and recommended actions.

HR Team.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.