The Customer Support Team Leader is responsible for supervising, guiding, and motivating a team of customer support representatives to deliver exceptional service. This role ensures smooth operations, high-quality customer interactions, and adherence to company policies while driving team performance to achieve set goals. Key Responsibilities Lead, manage, and support a team of customer support representatives in daily operations. Monitor performance metrics (response time, resolution time, customer satisfaction, quality scores, etc.) and ensure targets are met. Provide coaching, mentoring, and training to team members to improve product knowledge, communication skills, and service quality. Handle escalated customer queries or complaints and resolve them effectively. Conduct regular performance reviews, provide constructive feedback, and recognize achievements. Ensure compliance with company policies, service standards, and regulatory requirements. Prepare and present team performance reports to management. Collaborate with other departments (Sales, Operations, Product, etc.) to address customer issues and improve service processes. Drive initiatives to enhance customer experience and operational efficiency. Foster a positive, customer-centric culture within the team. Skills & Competencies Strong leadership, coaching, and motivational skills. Excellent communication and interpersonal abilities. Problem-solving and conflict-resolution skills. Ability to work under pressure and handle escalations professionally. Analytical mindset with attention to detail. Proficiency in CRM tools, call center software, and MS Office applications. Strong organizational and time-management skills. Qualifications & Experience Bachelor’s degree in Business Administration, Management, or a related field (preferred). 3–5 years of experience in customer support, with at least 1–2 years in a supervisory/team leader role. Experience in managing teams in a contact center, BPO, or customer-facing environment. Proven track record of meeting or exceeding performance targets. Key Performance Indicators (KPIs) Customer Satisfaction Score (CSAT) First Response Time / Resolution Time Quality Audit Scores Team Productivity & Efficiency Employee Engagement & Retention Escalation Handling Effectiveness Job Type: Full-time Pay: ₹300,000.00 - ₹350,000.00 per year Benefits: Health insurance Provident Fund Work Location: In person
Responsibilities Answer Inbound Queries on call for customers. Escalate unresolved issues to relevant department. Follow up with the department and get resolution. Inform the customer regarding resolution. Drive Customer satisfaction and retention. Requirements/Skills Fresher candidates can be selected basis the IQ and sales skills. Proven track record of successfully achieving the sales quota. Knowledge of computer programs like CRM and telephone systems. Excellent interpersonal and communication skills. Excellent negotiation skills and the ability to resolve issues. Should be flexible in switch to required roles as per business requirements. Candidate should be graduate in any stream,B.COM would be preferred. Job Types: Full-time, Permanent Pay: ₹12,000.00 - ₹15,000.00 per month Benefits: Provident Fund Language: Hindi (Preferred) English (Preferred) Work Location: In person
Responsibilities Answer Inbound Queries on call for customers. Escalate unresolved issues to relevant department. Follow up with the department and get resolution. Inform the customer regarding resolution. Drive Customer satisfaction and retention. Requirements/Skills Fresher candidates can be selected basis the IQ and sales skills. Proven track record of successfully achieving the sales quota. Knowledge of computer programs like CRM and telephone systems. Excellent interpersonal and communication skills. Excellent negotiation skills and the ability to resolve issues. Should be flexible in switch to required roles as per business requirements. Candidate should be graduate in any stream,B.COM would be preferred. Job Types: Full-time, Permanent Pay: ₹12,000.00 - ₹15,000.00 per month Benefits: Provident Fund Language: Hindi (Preferred) English (Preferred) Work Location: In person