- Team Lead - Customer Support (experienced in Blended Process),

Location : Navi Mumbai (Mahape).

Please Note : This role has rotational weekoffs.

Job Description :

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.

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