Aptean - Team Lead - Customer Support
Aptean India
Date: 13 hours ago
City: Madurai, Tamil Nadu
Contract type: Full time
KResponsibilities
- Lead and manage a team of customer support representatives, providing guidance, coaching, and support as needed.
- Monitor key performance metrics related to customer support activities, such as response times, resolution rates, and customer satisfaction scores.
- Maintain call and email quality above 90% and ensure emails are responded to within 24 hours.
- Drive Customer Satisfaction (CSAT) by ensuring rating above 4/5 or 8/10 for both answered calls and emails.
- Manage team productivity by maintaining an average talk time of 6 hours per day per agent
- Ensure the team answers a minimum of 120 calls per day or achieves 6 hours of talk time.
- Handle escalated customer concerns and complaints, demonstrating empathy and professionalism in every interaction.
- Monitor customer interactions to ensure quality standards are met and maintained.
- Analyse customer support metrics and KPIs to track performance and identify trends.
- Utilize analytical skills to identify trends, areas for improvement, and implement strategies to enhance team performance.
- Lead and motivate the team to achieve set targets within specified Excellent command over English and Hindi languages.
- Minimum 3 years of experience in customer service, with at least 1-2 years in a leadership role.
- Prior experience in Customer Support is required, with a preference for candidates with experience in the D2C industry.
- Strong analytical skills with the ability to interpret data and make informed decisions.
- Proficiency in Excel and Google Sheets for data analysis and reporting purposes.
- Exceptional problem-solving abilities and the capacity to handle challenging situations.
- Proven leadership qualities with the ability to inspire and motivate team members.
- Ability to work effectively under pressure and meet tight deadlines.
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