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

About Our Client:

Our client is a prominent player in the rapidly evolving Internet Service Provider sector in India. With a strong commitment to delivering high-speed broadband services, the company has established a significant market presence and is continuously expanding its customer base.

Job Description: CCNR - Team Leader

Location: Hyderabad

Experience: 3-6 years of Relevant Experience in Customer Support

Qualification: Graduation

Role Type: Team Lead

About the role:

The CCNR Team Leader will oversee a team responsible for managing customer complaints, network-related issues, and ensuring timely resolution to enhance customer satisfaction. This role requires excellent leadership, problem-solving, and communication skills to meet organizational objectives.

Key Responsibilities

Customer Retention:

- Responsible for managing customer retention for the assigned circle.

- Ensure end-to-end lifecycle management of customers in the network.

- Monitor and control involuntary and voluntary churn to remain within AOP (Annual Operating Plan).

- Drive customer retention strategies across all customer touchpoints.

Team Management:

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

- Allocate tasks and ensure efficient handling of customer complaints and network issues.

- Monitor team performance and ensure adherence to SLAs (Service Level Agreements).

Customer Complaint Resolution:

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

- Escalate unresolved issues to higher management or technical teams as necessary.

- Conduct root cause analysis to prevent recurring complaints.

Network Coordination:

- Collaborate with the network operations and engineering teams for technical issue resolution.

- Monitor network outages and ensure prompt updates to customers.

Reporting & Documentation:

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

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

Process Management & Improvement:

- Identify process inefficiencies and propose solutions for better complaint handling.

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

Customer Focus:

- Develop strategies to improve customer satisfaction scores.

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

- Goal Accountability: Take ownership of targets, coordinate with cross-functional teams to resolve issues, and ensure timely delivery.

- Market Adaptability: Stay updated on market trends and adapt strategies accordingly.

- Data Analysis: Provide actionable insights from data and recommend solutions for continuous improvement.

- Communication: Handle escalations effectively and maintain strong communication with cross-functional teams.