Customer Support Team Lead| Chat Process

About The Role

We are seeking an experienced and results-driven Customer Support Team Leader to manage chat functions and inbound call functions, ensuring exceptional customer experience. You will be responsible for overseeing and building a strong team, developing strategies to enhance customer satisfaction, and achieving operational excellence.

Key Responsibilities:

• Supervise a team of customer support agents, providing guidance, coaching, and support to ensure individual and team success.
• Set clear performance expectations and goals for the team, regularly monitoring performance metrics such as response times, resolution rates, and customer satisfaction scores.
• Develop and implement strategies to optimize team efficiency and productivity, including resource allocation, workflow management, and process improvements.
• Foster a positive and collaborative team culture focused on delivering exceptional customer service and support.
• Handle escalated customer inquiries and issues, demonstrating effective problem-solving skills and a commitment to resolving customer concerns in a timely and satisfactory manner.
• Conduct regular performance evaluations and provide constructive feedback to team members to support their professional development and growth.
• Collaborate with cross-functional teams, including training, quality assurance, and product development, to address customer needs and improve the overall customer experience.
• Stay informed about industry trends, best practices, and emerging technologies in customer support to continuously enhance team performance and capabilities.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, or related field preferred.
• Proven experience in a customer support or related role, with at least 2 years of experience in a supervisory or leadership position.
• Strong leadership and interpersonal skills, with the ability to motivate and inspire team members to achieve goals.
• Excellent communication skills, both written and verbal, with the ability to effectively interact with customers and team members.
• Proficiency in Microsoft Office Suite and customer support software platforms.
• Flexibility to work in a fast-paced and dynamic environment, with a strong commitment to delivering high-quality service to customers.

In case you wish to apply to this position, please email your resume to surabhi.kumar@cityfurnish.com and ankush.kumar@cityfurnish.com and contact on 7303801950