Customer support - Team Leader

As a Customer Support Team Leader, you will play a crucial role in ensuring our customers receive exceptional service and support. You will lead a team of customer support representatives, providing guidance, mentorship, and support to ensure team success. You will also be responsible for overseeing daily operations, resolving escalated issues, and continuously improving processes to enhance customer satisfaction.
Minimum 2 years of experience as TL on papers and background of customer support .Creating an inspiring team environment with an open communication cultureSetting clear team goalsOversee day-to-day operation and performanceMotivate team membersCommunicate with teams about their performanceMonitor team performance and report on metricsDiscover training needs and provide coachingListen to team members feedback and resolve any issues or conflictsPlan and organize team building activities.Effectively manage shift operations.Strong Knowledge and Experience on Operational Metrics. (CSAT, Shrinkage, Quality scores, , Attrition management).Track Customer Satisfaction & ensure closure of complaints.Strong Rapport building skills with Team & stakeholders, manage attrition in the team.Evolve more effective work process for improving customer interactions.Identify relevant training needs of agents & ensure effective implementation.Handle escalated customer concerns and complaints, resolving them promptly and effectively to maintain customer satisfaction.

Please share the relevant resume on aditi.dhupar@lenskart.in