Team Lead & Asst Manager - Customer Support

Zohorecruit; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Zohorecruit in Mumbai is seeking a Team Lead & Asst Manager for Customer Support. The role requires a graduate and 1–1.5 years of team lead experience (2 years on papers as AM), with strong communication and problem-solving abilities.

The incumbent will manage inbound voice and email support, ensuring timely resolutions and adherence to SLAs. The position emphasizes maintaining records, using support tools, and fostering a positive customer experience through professional interactions.

Qualifications

• Must have graduate degree.
• 1-1.5 years of Team Lead experience; 2 years on papers as AM.
• Strong verbal and written communication, plus problem-solving skills.

Responsibilities

• Handle inbound customer queries via Voice (85%) and Email (15%).
• Ensure timely resolution of queries and complaints.
• Meet contractual SLAs and quality standards.
• Identify, analyze, and resolve complex customer issues.
• Maintain accurate records of interactions and resolutions.
• Use customer support tools effectively.
• Maintain professional communication for a positive customer experience.
• Follow defined processes and escalate issues when needed.

Skills

Customer support

Communication

Inbound voice & email

SLA adherence

Problem solving

Query handling

Tools knowledge

Education

Graduate in any discipline

Job description

Team Lead & Asst Manager - Customer Support

Job Title : Team Lead & Asst Manager - Customer Support

Qualification : Graduate in any discipline

Relevant Experience : 1-1.5 years of experience can be considered for Team Lead 2 Years on Papers as AM

Must Have Skills :

• Customer Support / Contact Center experience
• Excellent verbal and written communication
• Inbound voice & email support experience
• SLA adherence
• Problem-solving and analytical skills
• Customer query and complaint handling
• Knowledge of customer support tools/applications

Good Have Skills :

• Knowledge of industry-specific products/services
• Experience in handling complex customer issues
• Strong stakeholder/customer-facing skills
• Experience in a contact center environment

Roles and Responsibilities :

• Handle inbound customer queries and concerns through Voice (85%) and Email (15%) channels.
• Ensure timely and effective resolution of customer queries and complaints.
• Consistently meet contractual Service Level Agreements (SLAs) and quality standards.
• Identify, analyze, and resolve complex customer issues.
• Maintain accurate records of customer interactions and resolutions.
• Use relevant customer support tools and applications effectively.
• Ensure a positive customer experience through professional and effective communication.
• Follow defined processes, policies, and operational guidelines.
• Escalate critical or unresolved issues to the appropriate team when required.