Customer Service Team lead- Customer Support

4 - 6 Years

You’ll be our: Team Leader-Customer Support

You’ll be based at: Bengaluru, Karnataka

You’ll be aligned with: Manager-Customer Support

You’ll be a member of: Customer Support

What you’ll do at Ather:

  • Responsible for a team of Customer Support Executives/Relationship Managers
  • Should be proficient in managing the SLA’s on a daily, weekly and monthly basis
  • Empower customer experience through increased customer satisfaction and self-help
  • Achieve superior business results through outstanding management of highly motivated, high-performing team(s) and the growth and development of individuals
  • Improve Customer Satisfaction through effective collaboration
  • Understanding of call centre tools, systems and processes especially CRM
  • Strong process orientation and knowledge
  • Synthesize the diverse feedback you hear from our users across, different queues, social media & app store platforms, influence and mediate between our users and product team
  • Manage great quality of customer interactions and identifying training needs for the team
  • Provide MIS, submit weekly reports and escalate issues on an on-going basis
  • Controlling the attrition of the team
  • Manage the absenteeism
  • Regular 1-2-1/team meetings with the team

You’ll also be responsible for:

  • Operations management
  • SLA management
  • Team Management
  • Career planning for team members

Here’s what we are looking for:

  • Strong project management skills and ability to deliver and drive results
  • Strong people management skills
  • Excellent communications skills including ability to communicate clearly, professionally, both verbally and written

You bring to Ather:

  • 5+ years experience with 3+ years as a Team Leader.
  • Prior experience in a Customer Support will be ideal

You will lead:

  • A team of at least 10 Customer Support Executives/Relationship Managers

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