Location: Jaipur

Position Type: Full-time

Experience: Minimum 4+ Yrs.

Job Summary:

As a Customer Support Team Leader, you will be responsible for leading and managing a team of Customer Support Representatives. Your primary goal will be to ensure that our customers receive top-notch service and that the team meets its performance targets.

You will be a key player in driving customer satisfaction and retention through effective team management and process improvement.

Key Responsibilities:

1. Team Management:

- Lead, mentor, and motivate a team of Customer Support Representatives.

- Monitor team performance and conduct regular performance reviews.

- Provide coaching and training to team members to enhance their skills and performance.

2. Customer Service:

-Ensure high levels of customer satisfaction by addressing and resolving customer inquiries and complaints promptly.

-Handle escalated customer issues and provide timely resolutions.

-Maintain a strong understanding of our products and services to effectively assist customers.

3. Performance Monitoring:

-Track and analyze key performance metrics, such as response time, resolution time, and customer satisfaction scores.

-Implement strategies to improve team performance and achieve targets.

-Prepare and present performance reports to management.

4. Process Improvement:

-Identify opportunities for process improvements and implement best practices.

-Collaborate with other departments to streamline workflows and enhance customer experience.

-Develop and update customer support policies and procedures.

5. Communication:

-Foster a positive and collaborative team environment.

-Communicate effectively with team members, management, and other stakeholders.

-Ensure that important updates and information are shared with the team promptly.

6. Resource Management:

-Manage scheduling and resource allocation to ensure adequate coverage.

-Handle administrative tasks related to team management, such as attendance and leave management.

Qualifications:

- Bachelor's degree in any discipline; a degree in Business Administration or a related field is a plus.

- Minimum of 3 years of experience in customer support, with at least 1 year in a supervisory or leadership role.

- Excellent communication and interpersonal skills.

- Strong problem-solving and decision-making abilities.

- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

- Proficiency in using customer support software and tools.

- Demonstrated ability to lead and motivate a team.