Customer Support Team Lead

You are seeking a motivated and customer-focused individual to join the team at Infimobile as a Customer Support Lead. InfiMobile is a premium mobile virtual network operator that offers reliable nation-wide coverage across the United States with cost-effective and budget-friendly plans. **Responsibilities:** - Identify opportunities to enhance internal processes promoting best practices for overall performance improvement and organizational efficiency. - Coordinate the activities of the Customer Service team, providing support and advice to team members. - Monitor performance, lead the team to achieve key performance indicators (KPIs), and provide excellent service to customers. - Evaluate customer feedback to maximize customer satisfaction. - Ensure documentation and maintenance of standard operating procedures. - Produce written reports as required. **Additional Responsibilities:** - Monitor and assign emails in generic inboxes, such as info@, orders@. - Answer customer inquiries via telephone, email, and other communication channels introduced by the company. - Liaise with Infimobile's Escalation Manager & Team Leader to resolve issues within agreed time scales. - Responsible for post-order correspondence with customers, ensuring effective communication and documentation. - Assist customers in resolving pick errors, liaising with After Sales as needed. - Manage escalated calls and emails from customers. **Requirements:** - Executive-level communication skills to effectively communicate with top management staff and other customer service employees. - Proficiency in Windows PC applications, Microsoft Excel (creating trend charts and v lookup), and Microsoft PowerPoint (creating presentations). - Language skills in US English. - Ability to resolve critical situations requiring solid, effective, and efficient approaches. - Experience in managing challenging customer situations and leading customers through difficult issues to successful resolution. **Work Mode:** - Full-time with flexible working hours. **Preferred Experience:** - Work experience with US clients. **Benefits:** - Free cafeteria. - Incentives provided. - Health insurance. **Job Type:** Full-time **Work Location:** In person **Education:** Bachelor's degree required. **Experience:** Minimum of 3 years of total work experience required. **Language:** English proficiency required. **Ability to commute/relocate:** Hyderabad, Telangana 500081: Reliably commute or planning to relocate before starting work (Required).,