Job
Description
As a Customer Support Team Leader, your role involves leading and managing a team of customer support representatives to ensure exceptional service through calls and emails. You will be responsible for monitoring key performance metrics, maintaining call and email quality standards, driving customer satisfaction, handling escalated concerns, analysing metrics for performance tracking, identifying trends for improvement, and motivating the team to achieve set targets. Your key responsibilities will include: - Leading and managing a team of customer support representatives, providing guidance, coaching, and support as needed. - Monitoring key performance metrics related to customer support activities, such as response times, resolution rates, and customer satisfaction scores. - Maintaining call and email quality above 90% and ensuring emails are responded to within 24 hours. - Driving Customer Satisfaction (CSAT) by ensuring a rating above 4/5 or 8/10 for both answered calls and emails. - Managing team productivity by maintaining an average talk time of 6 hours per day per agent. - Ensuring the team answers a minimum of 120 calls per day or achieves 6 hours of talk time. - Handling escalated customer concerns and complaints with empathy and professionalism. - Monitoring customer interactions to ensure quality standards are met and maintained. - Analysing customer support metrics and KPIs to track performance and identify trends. - Utilizing analytical skills to identify trends, areas for improvement, and implementing strategies to enhance team performance. - Leading and motivating the team to achieve set targets within specified parameters. Qualifications required for this role include: - Minimum 3 years of experience in customer service, with at least 1-2 years in a leadership role. - Prior experience in Customer Support, with a preference for candidates with experience in the D2C industry. - Strong analytical skills with the ability to interpret data and make informed decisions. - Proficiency in Excel and Google Sheets for data analysis and reporting purposes. - Exceptional problem-solving abilities and the capacity to handle challenging situations. - Proven leadership qualities with the ability to inspire and motivate team members. - Ability to work effectively under pressure and meet tight deadlines. As a Customer Support Team Leader, your role involves leading and managing a team of customer support representatives to ensure exceptional service through calls and emails. You will be responsible for monitoring key performance metrics, maintaining call and email quality standards, driving customer satisfaction, handling escalated concerns, analysing metrics for performance tracking, identifying trends for improvement, and motivating the team to achieve set targets. Your key responsibilities will include: - Leading and managing a team of customer support representatives, providing guidance, coaching, and support as needed. - Monitoring key performance metrics related to customer support activities, such as response times, resolution rates, and customer satisfaction scores. - Maintaining call and email quality above 90% and ensuring emails are responded to within 24 hours. - Driving Customer Satisfaction (CSAT) by ensuring a rating above 4/5 or 8/10 for both answered calls and emails. - Managing team productivity by maintaining an average talk time of 6 hours per day per agent. - Ensuring the team answers a minimum of 120 calls per day or achieves 6 hours of talk time. - Handling escalated customer concerns and complaints with empathy and professionalism. - Monitoring customer interactions to ensure quality standards are met and maintained. - Analysing customer support metrics and KPIs to track performance and identify trends. - Utilizing analytical skills to identify trends, areas for improvement, and implementing strategies to enhance team performance. - Leading and motivating the team to achieve set targets within specified parameters. Qualifications required for this role include: - Minimum 3 years of experience in customer service, with at least 1-2 years in a leadership role. - Prior experience in Customer Support, with a preference for candidates with experience in the D2C industry. - Strong analytical skills with the ability to interpret data and make informed decisions. - Proficiency in Excel and Google Sheets for data analysis and reporting purposes. - Exceptional problem-solving abilities and the capacity to handle challenging situations. - Proven leadership qualities with the ability to inspire and motivate team members. - Ability to work effectively under pressure and meet tight deadlines.
