Team Lead - Customer Support (Inbound )

Job Description:

We are looking for candidates with relevant experience in handling inbound and chat processes, along with team handling skills.

• Supervise and manage a team responsible for handling inbound calls, chats, emails, customer queries, and reviews on iOS.
• Ensure all customer interactions (calls, chats, and emails) are promptly addressed and resolved within established service level agreements on a daily basis.
• Provide guidance and support to team members, including training on call handling, chat/email etiquette, query resolution techniques, and product knowledge.
• Monitor team performance and productivity, identify areas of improvement, and implement strategies to optimise efficiency.
• Conduct regular quality assessments of calls, chat conversations, and email responses to maintain high customer service standards.
• Act as a point of escalation for complex or sensitive customer issues, coordinating with other departments for timely resolution.
• Lead a team of at least 10 executives and ensure smooth day-to-day operations across inbound and chat processes.
• Create a collaborative and positive team environment.
• Motivate the team to consistently achieve and exceed their targets

Requirements : 

• Minimum 2 Years of relevant work experience is required.
• Proficient in Hindi & English (Written and verbal)
• Willing to work on Sundays / holidays as required by the company.
• Willing to work extended hours as per business requirements.