Customer Support Team Lead

Job Title:

Location:

VERTICAL:

EXPERIENCE:

About Times Internet

At Times Internet, we create premium digital products that simplify and enhance the lives of millions. As India's largest digital products company, we have a significant presence across a wide range of categories, including News, Sports, Fintech, and Enterprise solutions.

Our portfolio features market-leading and iconic brands such as TOI, ET, NBT, Cricbuzz, Times Prime, Times Card, Indiatimes, Whatshot, Abound, Willow TV, Techgig and Times Mobile among many more. Each of these products is crafted to enrich your experiences and bring you closer to your interests and aspirations.

As an equal opportunity employer, Times Internet strongly promotes inclusivity and diversity. We are proud to have achieved overall gender pay parity in 2018, verified by an independent audit conducted by Aon Hewitt.

We are driven by the excitement of new possibilities and are committed to bringing innovative products, ideas, and technologies to help people make the most of every day. Join us and take us to the next level!

About the Business Unit

Times Prime is India's first digital lifestyle membership for premium content and exclusive member-benefits (https://www.timesprime.com/)

Members get exclusive access to 25+ subscriptions and 40+ curated benefits from leading brands across Entertainment, Shopping, Essentials, Health & Fitness, Content, Dining, Travel, and a lot more.

Times Prime members also get VIP access to Exclusive premiers, Concerts, Stand Up Shows etc.

30+ leading players have partnered with Times Prime for customer gratification, acquisition, and other endeavors. Our clients include CitiBank, HDFC, Kotak Mahindra, IDFC First, Amazon, Tata Cliq, Samsung, Xiaomi, Flipkart, Myntra and many more.

About the Role

We are seeking a dynamic and detail-oriented Team Leader for our Email Management team. The ideal candidate will have a proven track record in leading teams and managing high-volume email communications.

This role involves overseeing email operations, ensuring exceptional service quality, and implementing strategies to enhance efficiency and effectiveness in email interactions.

Work Responsibilities

• Respond to incoming customer emails in a professional and timely manner.
• Address customer inquiries, complaints, and requests effectively, providing accurate information and appropriate solutions.
• Utilize company knowledge base and resources to provide accurate and consistent information to customers.
• Identify and escalate urgent issues or complex cases to the appropriate teams or supervisors.
• Maintain detailed and accurate records of customer interactions and transactions.
• Follow established email templates and guidelines to ensure consistent and on-brand communication.
• Collaborate with cross-functional teams to resolve customer issues that require input from other departments.
• Keep up-to-date with product knowledge, company policies, and industry trends to provide informed responses.
• Provide excellent customer service by showing empathy, active listening, and understanding of customers needs.
• Assist in identifying areas for process improvement and contribute to enhancing overall customer support operations.
• Meet individual and team performance metrics, including response time, resolution time, and customer satisfaction targets.
• Monitor email queues and manage workload distribution to ensure balanced and efficient processing.

Skills, Experience & Expertise

• Knowledge of CRM tools such as Salesforce, Freshdesk, Zendesk
• Proven experience in an email support role is an advantage.
• Proficiency in written communication with excellent grammar, spelling, and attention to detail.
• Strong problem-solving skills to assess customer issues and provide appropriate solutions.
• Adaptability to changing processes, tools, and technologies.
• Excellent time management skills to handle multiple inquiries simultaneously.
• Team player with good interpersonal skills.
• Basic understanding of the company's products, services, and industry.
• Ability to maintain a positive and customer-centric attitude.

Eligibility

• Graduation & Above
• Minimum of 3-4 years of experience in email management, customer service, or a related role, with at least 2 years in a supervisory capacity.