Assistant Manager/ Team Lead – Customer Support
Department : Customer Support
Qualification : Any graduate from reputed academic institution
PURPOSE OF THE JOB
Provide a high quality customer service experience to enhance the quality of support. A Customer Support Team is responsible for assisting customers with their questions about any supported software and computing platforms to the best of his/her ability, in a professional and courteous manner.
- Ensures that quality of the Customer Support is maintained as per the Company Standard.
- Prepares the detailed reports of day to day calls made and received.
- Prepares the report of nature of customer query and escalates the repetitive issues to the concerned department.
- Understands and implements the New Project and trains the Team for New project.
- Escalating the technical issues to the tech support department and that of refund to RA department.
- Regular coordination and follow up with business development and Revenue Assurance for customer concerns and refund issues.
- Take mock calls to ensure calling quality of the Customer Support Executive.
TECHNICAL / FUNCTIONAL SKILLS REQUIRED
Strong organizational skills and ability to multi-task in a small business environment. Excellent Communication Skills and interpersonal skills. Problem solving skills and analytical skills
SOFT SKILLS REQUIRED:
Very positive minded person with an attitude of helping the customers by resolving their issues on time.