Team Leader - Customer Support - Internet Service Provider (3-6 yrs)

Join Us as a CCNR Team Leader - Customer Support

About Our Client:

Our client is a leading force in India's Internet Service Provider (ISP) sector, dedicated to delivering high-speed broadband services. With a growing customer base and a strong commitment to excellence, they are looking for a skilled professional to lead their Customer Complaints and Network Resolution (CCNR) team.

Position: CCNR - Team Leader

Location: Hyderabad

Experience: 3-6 years of relevant experience in customer support

Qualification: Graduation

Role Type: Team Lead

About the Role:

As a CCNR Team Leader, you will oversee a team managing customer complaints and network-related issues. Your role is to ensure timely resolution, enhance customer satisfaction, and optimize processes for seamless service delivery.

Key Responsibilities:

1. Team Management:

- Lead, mentor, and guide a team of 15 CCNR executives.

- Allocate tasks efficiently to ensure effective complaint and issue resolution.

- Monitor team performance and ensure compliance with SLAs (Service Level Agreements).

2. Customer Complaint Resolution:

- Oversee the resolution of customer complaints related to network performance and connectivity.

- Conduct root cause analysis to prevent recurring issues.

- Escalate unresolved complaints to higher management or technical teams when necessary.

3. Network Coordination:

- Collaborate with the network operations and engineering teams to resolve technical issues.

- Monitor network outages and ensure customers are promptly updated on resolution timelines.

4. Reporting & Documentation:

- Maintain accurate records of complaints, resolutions, and escalations.

- Prepare weekly/monthly reports on complaint trends, resolution times, and team performance metrics.

5. Process Management & Improvement:

- Identify inefficiencies in complaint-handling processes and propose solutions for improvement.

- Stay updated on the latest tools and technologies to enhance team productivity.

6. Customer Focus:

- Develop strategies to improve customer satisfaction scores and overall experience.

- Ensure proactive communication with customers about network issues and resolutions.

7. Goal Accountability:

- Take ownership of performance targets and ensure timely issue resolution by coordinating with cross-functional teams.

8. Market Adaptability:

- Stay updated on industry trends and adapt strategies to meet evolving market demands.

9. Data Analysis & Communication:

- Analyze data to identify actionable insights and recommend solutions for continuous improvement.

- Handle escalations effectively and maintain strong communication with internal and external stakeholders.

What We're Looking For:

- Proven leadership experience in customer support roles (3-6 years).

- Strong problem-solving and analytical skills.

- Exceptional communication and interpersonal abilities.

- Proficiency in managing escalations and ensuring timely resolutions.

- Ability to lead a team effectively while maintaining high service standards.

Why Join Us?

- Opportunity to lead a dynamic and impactful team in the ISP industry.

- Work in a fast-paced environment with a focus on innovation and excellence.

- Competitive salary and career growth opportunities.

- Ready to lead and redefine customer support excellence?

Apply today to be part of a customer-centric organization driving growth and satisfaction!