Aptean - Team Lead - Customer Support

KResponsibilities

• Lead and manage a team of customer support representatives, providing guidance, coaching, and support as needed.
• Monitor key performance metrics related to customer support activities, such as response times, resolution rates, and customer satisfaction scores.
• Maintain call and email quality above 90% and ensure emails are responded to within 24 hours.
• Drive Customer Satisfaction (CSAT) by ensuring rating above 4/5 or 8/10 for both answered calls and emails.
• Manage team productivity by maintaining an average talk time of 6 hours per day per agent
• Ensure the team answers a minimum of 120 calls per day or achieves 6 hours of talk time.
• Handle escalated customer concerns and complaints, demonstrating empathy and professionalism in every interaction.
• Monitor customer interactions to ensure quality standards are met and maintained.
• Analyse customer support metrics and KPIs to track performance and identify trends.
• Utilize analytical skills to identify trends, areas for improvement, and implement strategies to enhance team performance.
• Lead and motivate the team to achieve set targets within specified Excellent command over English and Hindi languages.
• Minimum 3 years of experience in customer service, with at least 1-2 years in a leadership role.
• Prior experience in Customer Support is required, with a preference for candidates with experience in the D2C industry.
• Strong analytical skills with the ability to interpret data and make informed decisions.
• Proficiency in Excel and Google Sheets for data analysis and reporting purposes.
• Exceptional problem-solving abilities and the capacity to handle challenging situations.
• Proven leadership qualities with the ability to inspire and motivate team members.
• Ability to work effectively under pressure and meet tight deadlines.