Pilgrim Looking for Customer Support Team Lead (High Salary) at Mumbai Metropolitan Region Full Time

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 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.

ing And Documentation

• Maintain accurate and up-to-date records of customer interactions, inquiries, and resolutions.
• Generate s on team performance, customer satisfaction, and trends in customer inquiries.
• Prepare and present performance s 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 s.
• Flexibility to work in a fast-paced and dynamic environment.
• Demonstrated leadership skills, including the ability to motivate and inspire team members