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22/09 V. Rajeswari
Senior Recruitment Manager at Sapwood Ventures

Views:2 Applications:1 Rec. Actions:Recruiter Actions:0

Team Lead - Customer Support (2-5 yrs)

Navi Mumbai Job Code: 235027

Key Responsibilities:

- Manage and mentor team of customer support agents

- Set the strategy for the development of the agents, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service

- Be responsible for the end to end post sales management (except coach consultations) and associated customer experience, supporting cross company initiatives to drive improvements,improve efficiency and reduce complaints.

- Be responsible for the recruitment, training, induction and coaching of manpower in the CM team

- Handle customer escalations and achieve the customer retention targets

- Review and organise all support center roles, shift-timings etc.

- Ensure that all the resources are fully utilised and all the requirements are effectively covered.

- Applying best practise, develop continuous improvement plans and make recommendations based upon the employee and customer insight

- Enhance the quality of customer interactions, ensuring quality assurance and compliance obligations are met across all interactions

Desired Candidate Profile :

- Minimum 2 years experience as Lead-Customer Support

- Post Graduate/Graduate

- Excellent communication skills

- Approachable and empathetic

- Team handling experience skills

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