Customer Support Team Lead

Position:

Location:

About the Company:

Knya is India’s leading online medical apparel brand. The brand was founded in 2021 by husband-wife duo, Vanshika and Abhijeet Kaji. The vision of Knya is to fill in the gap of functional and fashionable medical apparel for the medical industry across the country at multiple levels.    

Knya has raised seed funding, led by DSG Consumer Partners, with participation from the promoter family of Narayana Health and Cipla Health amongst others. Since inception, Knya products have been delivered to 900+ cities and 200+ medical institutes across India.    

About the role

In a growing organization like ours, the Team Leader within the Customer Experience Team is pivotal. Their task is to inspire the team towards achieving set targets that directly contribute to the company's overarching goals. They offer clear direction, unwavering support, and insightful guidance through adept coaching, leadership, and objective establishment 

Roles and Responsibilities:

• Lead and inspire a team of customer experience associates to deliver exceptional service and satisfaction across all communication channels. 
• Provide guidance and support to team members, ensuring they adhere to company policies and procedures, including privacy and security guidelines. 
• Monitor team performance metrics and provide regular feedback and coaching to drive continuous improvement. 
• Collaborate with internal teams to identify process inefficiencies and implement solutions to enhance overall customer satisfaction. 
• Proactively analyse inbound customer queries to identify trends and opportunities for process improvements. 
• Develop and implement strategies to leverage customer feedback and insights to drive product and service enhancements. 
• Maintain open communication channels with team members, fostering a positive and inclusive work environment. 
• Handle escalated customer inquiries and complaints, ensuring swift resolution and customer satisfaction. 
• Stay updated on product knowledge, promotions, and company policies to provide accurate information and guidance to team members. 
• Drive team engagement and morale through recognition, rewards, and team-building activities. 

Education & Skills

• Bachelor's degree or equivalent; additional education or training in customer service management is a plus. 
• Minimum of 3 years of experience in a leadership role within a customer-facing environment, preferably in retail or e-commerce. 
• Excellent communication skills, both verbal and written, with the ability to articulate information clearly and professionally. 
• Strong leadership and coaching skills, with the ability to motivate and inspire team members to achieve goals and targets. 
• Proficiency in using computers and customer relationship management (CRM) software. 
• Ability to work effectively in a fast-paced, team-oriented environment. 
• Flexibility to work varying shifts, including evenings, weekends, and holidays, as needed. 
• Demonstrated empathy and a genuine desire to help customers resolve their issues and enhance their overall experience. 
• Attention to detail and accuracy in record-keeping and data entry. 
• Commitment to upholding company policies and procedures, including privacy and security guidelines. 

Apply now by sharing your resume at career@knya.in to join our team.