1 - 2 years

3 - 8 Lacs

thane navi mumbai mumbai (all areas)

Posted:5 hours ago| Platform: Naukri logo

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Work from Office

Job Type

Full Time

Job Description

We are seeking experienced professionals to join our support team in various leadership and specialist roles. The ideal candidates will possess excellent communication skills, analytical abilities, and a passion for delivering exceptional customer experiences.

Key Responsibilities:

Team Leader:

- Lead and mentor a team of support agents

- Monitor performance metrics and provide coaching

- Ensure timely resolution of customer queries

- Collaborate with internal teams to resolve complex issues

Trainer:

- Design and deliver training programs for support agents

- Develop training materials and assessments

- Conduct workshops and webinars

- Evaluate training effectiveness

Quality Analyst:

- Evaluate customer interactions (calls, emails, chats)

- Assess agent performance and provide feedback

- Identify areas for process improvement

- Develop and implement quality improvement initiatives

Assistant Manager:

- Oversee daily support operations

- Manage team performance and productivity

- Analyze customer feedback and implement changes

- Collaborate with senior management to drive strategic initiatives

Common Responsibilities:

- Provide exceptional customer service

- Analyze data to identify trends and areas for improvement

- Collaborate with cross-functional teams

- Develop and maintain process documentation

- Stay up-to-date with industry trends and best practices

Requirements:

- 2+ years of experience in customer support, leadership, or quality assurance

- Excellent communication, interpersonal, and problem-solving skills

- Ability to work in a fast-paced environment

- Strong analytical and organizational skills

- Experience with CRM software and Microsoft Office

- Relevant certifications (e.g., Six Sigma, Lean) preferred

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