Customer Support Team Lead

You are being sought after by Infimobile to take on the role of Customer Support Lead. Infimobile is a premium mobile virtual network operator that offers reliable nationwide coverage in the United States through 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 to achieve key performance indicators (KPIs) and deliver excellent service to customers. - Evaluate customer feedback to maximize customer satisfaction. - Ensure documentation and maintenance of standard operating procedures. - Produce written reports as necessary. **Additional Responsibilities:** - Monitor and assign emails in generic inboxes like info@, orders@. - Answer customer inquiries through various communication channels such as telephone, email, live agent, and social media. - Collaborate with Infimobile's Escalation Manager & Team Leader to resolve issues within agreed time frames. - Handle post-order correspondence with customers, ensuring effective communication and documentation. - Assist customers in case of pick errors, coordinating with After Sales as needed. - Manage escalated calls and emails from customers. **Requirements:** - Possess executive-level communication skills to interact effectively with top management and customer service staff. - Proficiency in Windows PC applications, Microsoft Excel (for trend charts and v lookup), and Microsoft PowerPoint (for presentations). - Fluency in US English. - Ability to resolve critical situations efficiently. - Experience in managing challenging customer situations and guiding customers through difficult issues to successful resolutions. **Work Mode:** - Full-time employment with flexible working hours. **Preferred Experience:** - Previous work experience with US clients. **Benefits:** - Free cafeteria. - Incentives provided. **Job Type:** Full-time **Benefits:** - Health insurance **Ability to commute/relocate:** - Hyderabad, Telangana 500081: Must reliably commute or plan to relocate before starting work. **Education:** - Bachelor's degree required. **Experience:** - Minimum of 3 years of total work experience required. **Language:** - Proficiency in English is required. **Work Location:** In-person,