We’re looking for customer service roles with at least 3 to 4 years in a team-leading or supervisory capacity.
- Team Leadership & Coaching
- Lead, mentor, and motivate a team of customer service agents to deliver exceptional service.
- Conduct regular performance reviews, provide feedback, and facilitate coaching/training.
- Enable team knowledge via audits of communications plus refresher sessions.
- Quality & Process Excellence
- Define, implement, and monitor service policies and SOPs to ensure adherence to SLAs and service standards.
- Oversee quality assurance processes—reviewing emails, chat, and call interactions, providing corrective guidance to maintain standards.
- Operations & Escalation Management
- Manage agent shifts, scheduling, staffing, and workload distribution for optimal coverage.
- Oversee ticketing systems, ensure timely closure of support queries, and implement escalation protocols as needed.
- Stakeholder Collaboration
- Liaise with internal teams (e.g., technical support, product, management) to resolve complex customer issues.
- Serve as the voice of the customer—flag trends, challenges, and service improvement opportunities internally.
- Metrics & Continuous Improvement
- Monitor KPIs including CSAT, FCR (First Contact Resolution), AHT (Average Handling Time), and ticket backlog.
- Use data insights to drive coaching, highlight system gaps, and boost team performance and customer satisfaction.
- Good communication (English & Hindi)
- Basic MS Office skills
- Pleasant, organized & customer-focused