Team Lead & Asst Manager - Customer Support
Black & White · Mumbai, India ·
- Seniority
- Lead
- Category
- Support
- Experience
- 2+ years
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 AMMust 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/applicationsGood Have Skills :
• Knowledge of industry-specific products/services
• Experience in handling complex customer issues
• Strong stakeholder/customer-facing skills
• Experience in a contact center environmentRoles 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.Location :
Navi Mumbai
CTC Range :
5 – 9 Lpa
Notice Period :
Immediate – 30 Days
Mode of Interview :
Virtual
Shift Timing :
US Shift
Mode of Work :
Work from office