Customer Service Executive Team Lead

Greeting from Innointel...!!!

We are hiring...!!!

Job Description: Customer Service Executive - Team Lead

Location: Askan Technologies, ECR Bypass, Kottakuppam, Pondicherry / Puducherry

Experience: 3+ years

Work Hours: 10:00 AM - 7:00 PM

Week Offs: Rotational / Sunday Working

Join Date: Immediate

Key Responsibilities:

1. Team Leadership:

• Lead, mentor, and motivate a team of customer service executives to ensure

high performance.

• Monitor team KPIs and deliverables to achieve organizational goals.

2. Customer Support Operations:

• Handle escalations and resolve customer complaints effectively and

efficiently.

• Ensure timely and accurate responses to customer inquiries via multiple

channels (calls, emails, chat).

3. Performance Monitoring:

• Track and evaluate team performance, providing constructive feedback and

coaching where needed.

• Prepare performance reports and identify areas for improvement.

4. Process Optimization:

• Identify and implement best practices to improve the customer support

process.

• Collaborate with management to address operational challenges and enhance

customer satisfaction.

5. Training & Development:

• Conduct training sessions to upskill team members and keep them updated on

products, services, and policies.

• Maintain a knowledge-sharing culture within the team.

Required Skills & Qualifications:

• Minimum of 3 years of experience in customer service, with at least 1 year in a team

lead role.

• Excellent communication and interpersonal skills.

• Strong problem-solving and decision-making abilities.

• Proficiency in using CRM tools and customer service platforms.

• Ability to handle rotational shifts and manage time effectively.

Benefits:

• Competitive salary package.

• Opportunity to work in a dynamic and growth-oriented environment.

• Training and development programs for career advancement.

Note: Immediate joiners are preferred.