Company Overview

Akshar School Solutions Private Limited is a one-stop-shop for all school needs, offering a wide range of branded school supplies, including uniforms and accessories, at affordable prices. We aim to provide the best-in-class, simple, easy-to-use, and intuitive learning and management system for schools. With over 51-200 employees, we are dedicated to transforming education and supporting schools in their journey to provide quality education.

Job Overview

Akshar School Solutions Private Limited is seeking a Customer Support Team Lead to join our team. As the Customer Support Team Lead, you will be responsible for leading and managing a team of customer support representatives to ensure efficient and effective customer service. You will collaborate with cross-functional teams to develop and implement strategies to enhance the overall customer experience. This is a full-time position based in Hyderabad, Telangana, India with a Junior level requirement of 1 to 3 years of experience.

Qualifications and Skills

• Excellent communication skills, both written and verbal.
• Proven experience in training team members for effective customer support.
• Strong customer service orientation with a focus on problem-solving and issue resolution.
• Ability to manage and prioritize multiple tasks effectively in a fast-paced environment.
• Experience in handling and resolving customer complaints and escalations.
• Strong team management and leadership skills.
• Proficient in call documentation and maintaining records.
• Ability to gather and analyze data to make informed decisions.
• Experience in product demonstration and educating customers on product features.
• Knowledge of the education industry and understanding of school needs is a plus.

Roles and Responsibilities

• Lead and manage a team of customer support representatives to provide prompt and efficient customer service.
• Develop and implement operational strategies to enhance the overall customer experience.
• Collaborate with cross-functional teams, including Sales, Marketing, and Product Development, to address customer issues and improve customer satisfaction.
• Conduct training sessions for team members to ensure they are equipped with the necessary skills to deliver excellent customer support.
• Monitor and evaluate team performance, providing feedback and coaching to drive individual and team growth.
• Handle escalated customer complaints and issues, resolving them in a timely and satisfactory manner.
• Maintain and update customer support documentation and knowledge base.
• Gather and analyze customer feedback to identify areas for improvement in products and services.
• Stay up-to-date with industry trends and best practices in customer support to continuously improve the support processes.