Customer Support Team Leader

Position Details

Role: Senior Customer Experience Executive (Voice Process)
Location: Mumbai
Experience Required: 3+ years in Customer Service / Voice Process / Customer Experience
Process Type: Blended process

 Shift & Working Details

• Rotational shifts of 9 hours between 7:30 AM – 10:30 PM

• 5 days working

• Rotational week off

 Key Responsibilities

• Handle customer queries and concerns via voice support in a professional manner

• Deliver exceptional customer experience while maintaining quality standards

• Resolve escalations and provide timely solutions to customers

• Build positive relationships with customers through effective communication

• Coordinate with internal teams to ensure quick issue resolution

• Maintain accurate records of customer interactions and follow-ups

• Achieve customer satisfaction and service KPIs

• Mentor junior team members and support process improvement initiatives when required

 Candidate Requirements

• Excellent verbal and written communication skills

• Strong interpersonal and problem-solving abilities

• Customer-centric mindset with a professional approach

• Ability to handle escalations and difficult conversations effectively

• Experience in international/domestic voice process preferred

• Comfortable working in rotational shifts

• Graduation preferred

• It is a Full Time Customer Support / TeleCaller job for candidates with 4 - 6+ years Experience.