Customer Support Team Lead

Role & responsibilities

• Interact with customers via phone and email to address their inquiries, requests, and concerns in a professional and timely manner.
• Provide accurate and detailed information about our company services, and shipment delivery update to customers.
• Assist customers in tracking shipments and resolving delivery issues.
• Handle customer complaints and provide appropriate solutions or escalate to the relevant department for resolution.
• Ensure adherence to committed TAT.
• Prepare monthly performance reports and attend customer review meetings.
• Collaborate with internal teams to ensure smooth processing for shipment pickups & delivery, and ensure customer satisfaction.
• Identify opportunities to upsell or cross-sell additional products or services to customers.

Preferred candidate profile

* Graduation from a recognized university or equivalent.

* Fluent in Kannada / Hindi and English, both written and spoken.

*Proven experience in a customer service role is preferred.

*Excellent communication skills with the ability to actively listen and empathize with customers.

*Strong problem-solving and decision-making abilities.

*Proficient in using Microsoft Excel and basic computer applications.

*Ability to work in a fast-paced and dynamic environment, adapting to changing priorities and customer needs.

*Positive attitude, team player, and passion for delivering outstanding customer service.