Customer Support Lead

9 Figures Club; Vasai-Virar; On-site; INR 180,000 - 240,000; Full time

Benefits offered by this job

24 Paid leaves post probation

Compulsory 4-day block leave for self-care

Job summary

A dynamic company is seeking a customer support lead in Vasai-Virar. The role involves overseeing the technical team, managing customer inquiries, and ensuring satisfaction. Ideal candidates will possess strong communication skills and have the ability to coach team members. Freshers and experienced individuals are welcome to apply, with a preference for females. This position offers a structured work schedule and allows for a supportive work environment.

Qualifications

• Strong communication skills to interact with team members.
• Ability to manage tasks and meet deadlines efficiently.
• Disciplined and organized approach to work.

Responsibilities

• Oversee the technical team and manage customer inquiries.
• Direct team members to ensure timely resolutions.
• Coach and train team members in customer interactions.
• Handle escalations and ensure quality of support.
• Maintain organized reports on team performance.

Skills

Strong communication skills (verbal and written)

Ability to build rapport

Helpful, friendly, approachable

Efficient in multitasking

Calm under pressure

Disciplined and organized

Problem solver

Job description

This is an in-office role, in Vasai West 401202

Base LPA : 1.8 to 2.40 Lakhs PA

9 Figures Club Pvt. Ltd is a dynamic company that builds profitable e-commerce brands and offers top-notch advertising solutions through their agency, Adex.

Job Summary:

As a customer support lead, you will be overseeing the technical team, managing the smooth operation of customer inquiries and complaints to ensure customer satisfaction.

Responsibilities :

To give directions to team members to follow through customer inquiries to make sure they are rightfully attended to on time.

The ability to strategically change direction or approach if needed to ensure customer satisfaction.

To be able to give detailed feedback of each team member to management to improve our quality of customer care.

The ability to observe the strengths and weaknesses to bring in needed improvements to enhance the quality of support.

Should be able to coach or personally train any team member who has difficulty in dealing with customers.

To step in during extremely tough situations and manage the task at hand with utmost understanding and concern.

Must be able to delegate different duties to each member to be able to reach a set goal.

Should be able to deal with escalations and solve any sudden problems.

Ability to resolve customer complaints, escalations and efficiency of team performance.

Maintaining organizedreports to keep track of progress and efficiency within the team.

Required skills and Qualification :

Strong communication skills ( verbal and written) with the ability to build rapport with the customer support team members.

The ability to make sure the tasks get completed in a timely manner.

Helpful, friendly, approachable and understanding.

Efficient in multitasking.

Calm under pressure.

Disciplined, organized, problem solver

Experience :

Freshers and Experienced individuals can apply. Females, preferred. ( Looking for someone with 0-2 years)

Work Timings and Leave Policy

Monday to Saturday ( 10 AM - 6 PM )

Office Location: Vasai West, 401202

Post probation 24 Paid leaves are allowed a year, which includes a compulsory 4-day block leave for self-care.