Team Lead-International BPO

As a Team Lead in International Customer Support with over 6 years of experience, you will be responsible for coordinating the activities of the Customer Service team to ensure the provision of excellent service to customers. You will identify opportunities to enhance internal processes, monitor performance, and lead the team to achieve key performance indicators (KPIs). Your role will involve evaluating customer feedback, maximizing customer satisfaction, and ensuring that standard operating procedures are documented and maintained. Additionally, you will monitor and assign emails in generic inboxes, answer customer inquiries through various communication channels, and manage escalated calls and emails from customers. You must possess executive-level communication skills to effectively interact with top management staff and other customer service employees. Proficiency in Windows PC applications, Microsoft Excel, and Microsoft PowerPoint is required. Strong language skills in US English are necessary, and the ability to effectively resolve critical situations is essential. Experience in managing challenging customer situations and leading customers through difficult issues to successful resolution is preferred. This is a full-time position with flexible working hours, requiring you to work 5 days a week on rotational shifts in Madhapur, Hyderabad. The job does not provide transportation, so you should be able to commute on your own. Preferred experience includes working with US clients. The benefits of this position include a free cafeteria, incentives, health insurance, and Provident Fund. If you have at least 5 years of experience as a Team Lead and 4 years of experience in International Customer Support or Technical Support, along with proficiency in English language, you are encouraged to apply for this role. Night shifts are required from Monday to Friday at the in-person work location. Job Types: Full-time, Permanent,