Customer Support Team Leader

Infonet Online Solutions Private Limited

1 - 31 years

2 Lacs

Chintalmet Hyderabad

Posted:1 week ago| Platform: Apna logo

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Skills Required

support service training coaching reports metrics drive leadership communication

Work Mode

On-site

Job Type

Full Time

Job Description

Key Responsibilities: Supervise and lead the customer support team to handle calls, chats, and emails effectively. Allocate tasks and ensure timely resolution of customer complaints and queries. Monitor team performance against KPIs and service quality standards. Provide training, coaching, and feedback to team members. Handle escalated issues from customers and ensure prompt resolution. Maintain reports on daily, weekly, and monthly performance metrics. Coordinate with technical and sales teams to address service-related concerns. Drive initiatives to improve customer satisfaction and reduce churn. Requirements: Graduate or equivalent qualification. Minimum 1-2 years’ experience in customer support, with at least 1 year in a leadership role (ISP industry preferred). Strong communication, problem-solving, and leadership skills. Ability to work under pressure and manage team performance. Basic technical knowledge of internet services (broadband, fiber, etc.) is an advantage.

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Customer Support Team Leader