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Team Lead (Customer Support)

Location: Hyderabad, India

Summary:

We are seeking competent Team Leads to oversee our customer support team. In this role, your primary responsibility is to mentor, train, and inspire your team to achieve their highest potential, fostering a unified and efficient working environment. The ideal candidate should have a deep understanding of customer service principles and extensive product knowledge to provide prompt and accurate service to customers. This role requires flexibility to work in rotating day and night shifts.

What you'll do:

  • Customer Engagement: Uphold a consistently professional and understanding demeanor when interacting with customers.

  • Response to Inquiries: Promptly and efficiently respond to customer queries through various communication channels.

  • Handling Complaints: Effectively address and resolve issues raised by customers.

  • Documentation: Accurately record details of customer interactions, transactions, and feedback.

  • Collaboration with Team: Work in tandem with colleagues, ensuring effective coordination.

  • Enhancing Customer Service: Contribute ideas to improve the customer service process.

  • Ensuring Customer Delight: Achieve and maintain a high standard of customer satisfaction and support.

  • Team Oversight: Manage the day-to-day activities of the customer support team.

  • Training and Development: Facilitate training sessions to enhance the team's capabilities and potential.

  • Skill Development: Equip team members with vital skills to boost their performance.

  • Distribution of Responsibilities: Appropriately assign tasks and responsibilities to team members.

  • Sharing Expertise: Implement and advocate for the adoption of best practices within the team.

  • Role Clarification: Define and communicate the specific roles and duties of team members.

  • Reporting Issues: Keep the project manager or supervisor informed about any significant issues or concerns related to the project.

 

What you must have:

  • Educational Background: A Bachelor’s Degree in any field.

  • Client Support Expertise: 2-3 years of experience in international client support as a Team Lead.

  • Multitasking and Time Management: Proficient in handling multiple tasks and effectively prioritizing them.

  • Communication Skills: Excellent in both oral and written communication and presentation.

  • Documentation Proficiency: Skilled in maintaining accurate records.

  • Organizational Skills: Strong ability in organizing tasks and managing time.

  • Leadership and Decision-Making: Robust leadership capabilities and sound decision-making skills.

  • Technical Skills: Competence in Microsoft Office Suite. Knowledge in CRM tool is a plus.

 

Terms:

At Surabhi, we take great care to develop and uplift our employees' abilities and deliver top-notch results. Our selective teams along with industry reputed partners undertake this endeavor. It is a continuous process at Surabhi which provides a fantastic opportunity for individuals to specialize in their skills and keep us ahead as one big team.

We ask an employee to provide us one month notice should they choose to disembark for a smooth transition. We enforce this by retaining one month of employee’s gross pay, deducting 50% of it within the first two months. This retention amount will be paid in full during the final settlement of the notice period.

We, therefore ask you to apply ONLY if you choose to accept and work within these terms

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