Job Role:
Lead and manage a team of 10 support executives handling client queries related to vehicle breakdowns and issues.
Monitor and ensure timely responses to client messages (mainly on WhatsApp) and closure of tickets.
Maintain team morale, discipline, and motivation for high performance in a 24x7 environment.
Escalate complex issues to higher management for faster resolution.
Ensure SLA compliance for issue closure and response time.
Provide regular feedback and coaching to team members.
Generate daily, weekly reports on ticket status and team performance.
Requirements:
3-5 years experience in team handling (preferably in customer support or service operations).
Strong leadership and communication skills.
Good knowledge of ticketing tools and WhatsApp-based client communication.
Ability to handle shift-based teams and 24x7 operations.
Client-focused and result-oriented mindset.