Senior Recruitment Manager at Sapwood Ventures
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Team Leader - Customer Support (2-5 yrs)
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 organize all support center roles, shift-timings etc.
- Ensure that all the resources are fully utilized and all the requirements are effectively covered.
- Applying best practice, 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