Team Leader - Operations | International

TP; Malad; On-site; INR 300,000 - 540,000; Full time

Job summary

A leading service provider is seeking a Customer Service role in Jammu and Kashmir, India. This position focuses on providing extensive technical and non-technical support across various customer service channels, including call centers and distribution centers. The ideal candidate should have a comprehensive understanding of customer service processes, the ability to manage inquiries, and skills in supervising and improving team workflows. This is an opportunity to enhance professional responsibility and deliver high-quality customer service.

Qualifications

• Comprehensive knowledge of customer service processes.
• Ability to manage customer inquiries effectively.
• Skills in supervising less experienced staff.

Responsibilities

• Provide technical and non-technical customer support.
• Act as a liaison between customers and departments.
• Resolve customer issues with a focus on service excellence.

Job description

• General Customer Service includes post-sale technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers including: Remote Customer Service: Providing customer service and support via phone, online chat, or text including: Call center-based customer support in response to a high volume of low complexity inquiries Customer issues analysis and resolution (typically performed in an office environment) in response to a lower volume of higher complexity inquiries Distribution Center Customer Service: Performed in a distribution center, product returns/repair center, or field walk-in customer service facility including:
• Acting as liaison between customers, production and distribution departments related to specific customer orders Providing technical and non-technical customer support in a walk-in service center Incumbents matching to this specialization are not compensated based on achievement of sales targets
• Positions on this level have comprehensive knowledge of the specific discipline or the broader area in which the position operates
• Executes specialized projects and activities and typically works according to set principles
• Usually generates and initiates own workload and doesn''t need instructions or guidelines
• Might supervise work of less experienced professionals providing professional expertise and taking responsibility for the end-product
• Positions at this level are expected to significantly improve the day‑to‑day activities/processes.
• Manages and oversees the implementation of short-term activities within the team. Decisions are of an operational nature within a defined scope. Positions on this level delivers their share of professional responsibilities focusing on professional excellence. Typically manages a team of Individual Contributor co-workers.