- Provide Direct Customer Support through various channels.
- Investigate and resolve customer complaints and queries – particularly escalated ones.
- Provide feedback and support to the Customer Care team to ensure that all issues are resolved according to CS SLA.
- Continuously monitor the performance of the team, and craft tailored development plans for each member.
- Train and coach newcomers, and provide the required training sessions for existing employees frequently.
- Oversee day-to-day performance and workflow, ensuring SLAs and targets are met.
- Create a healthy and comfortable work environment.
- Conduct coaching sessions and 1:1s in an organized manner.
- Monitor chats/calls/tickets either live or saved and provide feedback.
- Support Process Improvement and contribute to process optimization.
- Support team members by answering questions and providing knowledge or solutions.
- Monitor adherence and conformance to shifts and schedules.
Proven work experience as a team leaderCustomer focus and adaptability to different personality typesAbility to multi-task, set priorities and manage time effectively.