Team Lead - Customer Support

Job Description

JOB DESCRIPTION About Times Internet 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. 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: This role involves responding to customer emails professionally, addressing inquiries and complaints while providing accurate solutions. It requires maintaining detailed records, collaborating with teams, and ensuring consistent, empathetic communication to enhance customer satisfaction. Work Responsibilities. 1. Respond to incoming customer emails in a professional and timely manner. 2. Address customer inquiries, complaints, and requests effectively, providing accurate information and appropriate solutions. 3. Utilize company knowledge base and resources to provide accurate and consistent information to customers. 4. Identify and escalate urgent issues or complex cases to the appropriate teams or supervisors. 5. Maintain detailed and accurate records of customer interactions and transactions. 6. Follow established email templates and guidelines to ensure consistent and on-brand communication. 7. Collaborate with cross-functional teams to resolve customer issues that require input from other departments. 8. Keep up-to-date with product knowledge, company policies, and industry trends to provide informed responses. 9. Provide excellent customer service by showing empathy, active listening, and understanding of customers needs. Qualification: 1. Graduation & Above 2. Proven experience in a customer service or email support role is an advantage. 3. Proficiency in written communication with excellent grammar, spelling, and attention to detail. 4. Strong problem-solving skills to assess customer issues and provide appropriate solutions. 5. Ability to remain calm and composed when dealing with challenging customer situations. 6. Familiarity with customer support software, email platforms. 7. Adaptability to changing processes, tools, and technologies. 8. Excellent time management skills to handle multiple inquiries simultaneously. 9. Team player with good interpersonal skills. 10. Basic understanding of the companys products, services, and industry. 11. Ability to maintain a positive and customer-centric attitude.