Customer Support Team Leader

Job Description – Customer Support Manager

1. Managing team of customer support executives for handling incoming and outgoing calls on IVR

2. Co-ordinate with team of customer service executives for daily call resolution within defined SLAs

3. Ensuring claim settlement to customers are done within defined SLA

4. Ensure daily customer visits by technicians, call closures are done within defined TAT to ensure high service standards

5. Ensure daily co-ordination with CS Executives, Management, Support teams and posting timely updates in relevant groups and mail

6. Providing ongoing feedback provided by Management to CS Executives and identify development opportunities

7. Handling escalated customer issues and complaints professionally and work towards closure on priority

8. Identifying and addressing customer pain points and work towards resolving the issue on time

9. Ensuring timely response to clients and customer inquiries on mails

10. Monitoring customer interactions across channels SMS, WhatsApp, (phone, email, social media)

11. Setting and tracking key performance indicators (KPIs) like pending cases with ageing, average handling time, and first contact resolution rate

12. Generating reports on customer service performance for management

13. Analyzing customer feedback data to identify areas for improvement

14. Monitoring customer feedback and addressing concerns proactively with Service Centers

15. Nurturing and building positive relationships with Clients service team and registered Service Center through effective communication and timely closures

16. Preparing list of daily payments to be done to Service Center for organizing visits, arranging parts and transport charges

17. Adress loop holes, gaps in the process to enhance the service parameters and customer satisfaction

• It is a Full Time Customer Support / TeleCaller job for candidates with 5 - 6+ years Experience.