Job Description

Location: JaipurPosition Type: Full-timeExperience: Minimum 4+ Yrs.Job Summary:As a Customer Support Team Leader, you will be responsible for leading and managing a team of Customer Support Representatives. Your primary goal will be to ensure that our customers receive top-notch service and that the team meets its performance targets.You will be a key player in driving customer satisfaction and retention through effective team management and process improvement.Key Responsibilities:1. Team Management: - Lead, mentor, and motivate a team of Customer Support Representatives.- Monitor team performance and conduct regular performance reviews.- Provide coaching and training to team members to enhance their skills and performance.2. Customer Service:-Ensure high levels of customer satisfaction by addressing and resolving customer inquiries and complaints promptly.-Handle escalated customer issues and provide timely resolutions.-Maintain a strong understanding of our products and services to effectively assist customers.3. Performance Monitoring:-Track and analyze key performance metrics, such as response time, resolution time, and customer satisfaction scores.-Implement strategies to improve team performance and achieve targets.-Prepare and present performance reports to management.4. Process Improvement:-Identify opportunities for process improvements and implement best practices.-Collaborate with other departments to streamline workflows and enhance customer experience.-Develop and update customer support policies and procedures.5. Communication:-Foster a positive and collaborative team environment.-Communicate effectively with team members, management, and other stakeholders.-Ensure that important updates and information are shared with the team promptly.6. Resource Management:-Manage scheduling and resource allocation to ensure adequate coverage.-Handle administrative tasks related to team management, such as attendance and leave management.Qualifications:- Bachelor\'s degree in any discipline; a degree in Business Administration or a related field is a plus.- Minimum of 3 years of experience in customer support, with at least 1 year in a supervisory or leadership role.- Excellent communication and interpersonal skills.- Strong problem-solving and decision-making abilities.- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.- Proficiency in using customer support software and tools.- Demonstrated ability to lead and motivate a team. (ref:updazz.com)

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