Customer Support Team Lead - Mumbai, India - Pilgrim
Description
Key Responsibilities:
Team Management:
● Lead and supervise a team of customer support representatives, providing guidance, coaching, and support.
● Set performance expectations, monitor individual and team performance, and conduct regular performance evaluations.
● Foster a positive and collaborative team environment, promoting teamwork and continuous improvement.
● Organise work schedules, allocate resources effectively, and ensure adequate coverage for customer support operations.
Customer Service Excellence:
● Ensure the delivery of exceptional customer service, meeting or exceeding customer satisfaction targets.
● Handle escalated customer inquiries or complaints, providing timely and effective resolutions.
● Stay updated on product knowledge, policies, and procedures to assist team members and customers with accurate information.
● Analyze customer feedback and identify areas for improvement in processes, policies, or service delivery.
Process Improvement:
● Collaborate with cross-functional teams, including product development, delivery and refunds to address customer needs and improve service quality.
● Identify opportunities to streamline processes and enhance operational efficiency without compromising customer experience.
● Propose and implement initiatives to enhance customer support tools, systems, and workflows.
● Monitor key performance indicators (KPIs) and report on team performance, identifying trends and areas requiring improvement.
Training and Development:
● Provide ongoing training and coaching to team members, ensuring their continuous professional growth and development.
● Conduct regular team meetings to communicate updates, share best practices, and address challenges.
● Develop and update training materials, knowledge base articles, and resources to support team members in delivering high-quality customer support.
Reporting and Documentation:
● Maintain accurate and up-to-date records of customer interactions, inquiries, and resolutions.
● Generate reports on team performance, customer satisfaction, and trends in customer inquiries.
● Prepare and present performance reports to management, highlighting achievements, challenges, and recommended actions.
Profile Requirements:
● Bachelor's degree in a relevant field or equivalent work experience.
● Proven experience in a customer support role, with at least 2 years in a leadership or supervisory position.
● Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, and stakeholders at all levels.
● Strong problem-solving and decision-making abilities, with a focus on providing effective and efficient solutions.
● Solid understanding of customer service principles and practices.
● Proficiency in using customer support software, ticketing systems, and CRM tools.
● Ability to analyze data and generate meaningful reports.
● Flexibility to work in a fast-paced and dynamic environment.
● Demonstrated leadership skills, including the ability to motivate and inspire team members