Roles and Responsibilities:

1. Team Management:

• Lead, mentor, and manage a team of customer support representatives.
• Monitor team performance and provide regular feedback.
• Conduct training sessions to improve team skills.

1. Communication:

• Ensure seamless communication with customers in both Hindi and English.
• Handle escalations and complex queries in a professional manner.
• Collaborate with other departments to resolve customer issues efficiently.

1. Customer Satisfaction:

• Monitor customer interactions to ensure high-quality support.
• Implement strategies to improve customer satisfaction and reduce response time.
• Analyze feedback to identify areas for improvement.

1. Reporting & Analysis:

• Prepare and present performance reports for the team.
• Track KPIs such as response time, resolution rate, and customer satisfaction scores.
• Use data insights to make informed decisions.

1. Process Improvement:

• Identify gaps in current support processes and implement improvements.
• Stay updated on industry trends and best practices in customer support.

Key Skills:

• Proficiency in Hindi and English communication.
• Strong leadership and team management skills.
• Problem-solving and decision-making abilities.
• Familiarity with CRM tools and customer support software.
• Excellent interpersonal and conflict-resolution skills.