Customer Support - " Team Leader

Job description

- Overseeing and assessing customer support staff activities, and providing them with regular performance improvement-related feedback.

- Handling team of 20+ members.

- Strategizing and monitoring the daily activities of customer support operations.

- Prioritize, assign, evaluate and supervise the work of all Customer support Representatives and supervisors.

- Provides coaching and guidance for performance improvement and development; directs and oversees the training of new representatives.

- Plans and implements work programs and customer service activities: modifies departmental procedures and processes to ensure employee and customer satisfaction.

- Assisting customer service staff with duties where required.

- Managing the customer support departments day-to-day functions.

- Formulating and revising customer support policies and promote their implementation.

- Delivering performance evaluations and following the disciplinary process according to company policy.

- Assessing support statistics and preparing detailed reports on the findings.

- Create and share reports to the Manager on a daily, weekly, monthly and Quarterly basis.

- Training staff in areas of customer service, product knowledge, and company policies

- Managing walk-in customers flow to ensure proficient customer service.

- Coordinate with excellence team to ensure the customer complaints/escalations are resolved in timely manner.

- Assisting with the development and implementation of service policies, and explaining these to staff and customers.

- Maintaining documentation pertaining to customer service department activities.

- Affinity for multitasking with precision.

- Ensuring that everyday briefing is provided to all team-members.

- Performing additional duties where needed.

- Assign and Monitor supervisors work and provide feedback on a daily basis.

- Should have experience in voice and non-voice process.

- Informing the team of all new information related to products, procedures, and trends.

- Ability to accept and utilize constructive criticism.

- Ability to share constructive feedback to team members and take disciplinary actions as and when required.

- Monitor all the necessary metrics (Call answering %, Chat and email response and resolution time) to ensure the smooth work-flow.

- Should share all required and necessary reports on a daily basis.

- Monitor Net Promoter Score (NPS), Customer satisfaction (CSAT), Time to first response, Handle time, Ticket resolution rate, Employee happiness and engagement,

Ability to :

- Supervise, assign, inspect and evaluate the work of others. Communicate effectively, both verbally and in written formats.

- Motivate and evaluate staff and provide for their training and development. Develop and implement work standards.

- Plan and organize work to meet changing priorities and deadlines.

- Analyse and resolve complex customer service problems.

- Exercise independent judgment and initiative.

- Train and orient new and existing employees.

- Direct and guide the work of others.

- Train and evaluate staff.

- Provide tactful and courteous service to the public.

- Identify pain points for customer and present it to the management.

- Identify the issues faced by team members.

- Create Roster based on the call flow and ensure the highest % of answered call and faster response rate in Chats and Emails.

Requirements:

- Proficient knowledge of customer service, and standard office practices and procedures.

- Proficient computer skills and knowledge of Ms-Word, Excel, Powerpoint, Gmail, Google Sheet, Slides.

- Proficient standard office equipment skills.

- Outstanding communication skills, both written and verbal.

- Strong people skills.

- Excellent phone etiquette.

- Excellent writing etiquette.

- Outstanding organizational skills.

- Available to work shifts.

Job Types: Full-time, Regular / Permanent

Schedule:

- Should be flexible to work in any schedule assigned or required.

Experience:

- Customer support: 3+ years (Preferred)

- Team handling: 1+ years (Preferred)

Language:

- English (Mandatory)