Customer Support Lead

Customer Support Lead

InfiMobile is a premium mobile virtual network operator that provides reliable nation-wide coverage across the United States with cost effective and budget-friendly plans. To know more about us, check https://infimobile.com/

Responsibilities

• Identify opportunities to enhance internal processes which promote best practice and lead to overall performance improvement and organizational efficiency.
• Coordinate the activities of the Customer Service team; provide support and advice to team members.
• Monitor performance and lead the team to achieve key performance indicators (KPIs) and provide an excellent service to customers.
• Evaluate customer feedback and identify ways to maximize customer satisfaction.
• Ensure that standard operating procedures are documented and maintained.
• Produce written reports when required to do so.
  

Additional Responsibilities

• Monitor and assign emails in generic inboxes, such as info@, orders@
• Answer customer enquiries by telephone and email, plus any other communication channels that are introduced by the company such as live agent and social media.
• Liaise with infimobiles Escalation Manager & Team Leader to ensure all issues are resolved within agreed time scales.
• Responsible for all post-order correspondence with customers ensuring all aspects of a project are effectively communicated and documented.
• Assist customers when pick errors have occurred, liaising with After Sales as and when required.
• Manage escalated calls and emails from customers.

REQUIREMENTS -

• Requires executive-level communication skills to communicate effectively with top management staff and other customer service employees.
• Knowledge of Windows PC applications, Microsoft Excel (creating trend charts and v lookup), and Microsoft PowerPoint (creating presentations)
• Language skills necessary - US English
• Ability to effectively resolve or drive resolution for the critical situations that require the creation of solid, effective and efficient approaches
• Experience with executive managing level expectations and communications
• Demonstrated proficiency in managing challenging customer situations and leading customers through difficult issues to successful resolution

WORK MODE -

• Full Time
• Flexible Working Hours
  

PREFERRED EXPERIENCE -

• Work Experience with US Clients.
  

BENEFITS -

• Free Cafeteria
• Incentives are provided