Team Lead - Customer Support

About Us:

VasyERP (Funded by Reliance Industries) is an Ahmedabad situated young start-up working into cloud-based ERP products. We design and develop ERP & point of sale (POS) platforms for manufacturing and retail industries in India and internationally.

About the Role:

Customer service leads are in charge of overseeing the day-to-day operations of their company’s customer service department. They commonly manage a team of customer service representatives and may also be responsible for developing new policies or procedures to improve the quality of service being provided.

Roles and Responsibilities:

• Coordinating with other departments to ensure that customer service issues are resolved quickly and efficiently
• Creating reports on customer feedback or satisfaction to help improve the customer service experience over time
• Work with the goal of improving retention rates
• Developing and implementing process improvements to increase efficiency in customer service operations
• Helping customers by answering questions, resolving problems, and providing information about products and services Managing a team of customer service representatives to ensure they are providing excellent service to customers
• Interacting with customers directly to answer questions about products or services
• Organizing and conducting training sessions for new employees on company policies and procedures for dealing with customers
• Measuring performance by conducting regular audits to identify areas for improvement and make adjustments accordingly

Candidate Requirement:

• 5+ years of experience in Customer Support/Technical Support.
• Excellent communication skills
• Prompt, Responsive, Responsible and Friendly approach to customer situations.
• They need to know how to resolve customer issues quickly and professionally while also motivating their team to provide excellent service at all times
• Team Handling experience is required