Lead - Customer Support (3-4 yrs)
Roles & Responsibilities :
- Tracking customer experiences across channels - chat & voice
- Collaborating with the ops team, order fulfilment team as well as the production, marketing, and sales teams to enhance customer services and brand awareness
- Aligning customer experience strategies & taking proactive steps to maintain positive experiences
- Ensuring that customer queries are responded in a timely and effective manner, via phone, email, social media, and chat applications Analysing customer feedback on product ranges and new releases, as well as preparing
- Analysing customer feedback on product ranges and new releases, as well as preparing reports
- Evaluating after-sales and support services, and facilitating improvements
- Documenting processes and logging technical issues, as well as customer compliments and complaints.
- Keeping informed of industry trends and new CRM technologies
- Managing and encouraging the team
- Own and improve Customer Nps
Requirements :
- 3 to 4 years of experience as a Customer Support Specialist, Customer Service representative or similar position
- Managing team and setting up processes will be an advantage
- Proficiency in Excel
- Exceptional interpersonal skills and a client- Centered approach
- Great organizational and time management abilities
- Superb communication, collaboration, and problem-solving skills
- Good understanding of the CRM tool
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
