15 Pilgrim Jobs
Pilgrim - Team Lead - Customer Support (5-9 yrs)
Pilgrim
posted 16hr ago
About Us:
- Founded in 2019 by IIT-B and IIM-A Alumni, Pilgrim is one of the fastest-growing Beauty & Personal Care brands that offers 200+ SKUs across face care, haircare, skincare, makeup and fragrances at over 25,000 pin codes and has grown into a 1000+ offline store omnichannel brand.
- Pilgrim is known to handpick the world's best beauty secrets to create exciting and efficacious products that deliver results.
Position Summary:
- The Customer Support Team Leader is responsible for leading a team of customer support representatives to deliver excellent customer service and achieve customer satisfaction goals.
- This role involves managing and coaching team members, monitoring performance, and ensuring efficient resolution of customer inquiries and issues.
- The Team Leader collaborates with other departments to improve processes and enhance the overall customer experience.
Responsibilities:
Team Management :
- Lead and supervise a team of customer support representatives, providing guidance, coaching, and support.
- Set performance expectations, monitor individual and team performance, and conduct regular performance evaluations.
- Foster a positive and collaborative team environment, promoting teamwork and continuous improvement.
- Organize work schedules, allocate resources effectively, and ensure adequate coverage for customer support operations.
Customer Service Excellence :.
- Ensure the delivery of exceptional customer service, meeting or exceeding customer satisfaction targets.
- Handle escalated customer inquiries or complaints, providing timely and effective resolutions.
- Stay updated on product knowledge, policies, and procedures to assist team members and customers with accurate information.
- Analyze customer feedback and identify areas for improvement in processes, policies, or service delivery.
Process Improvement :.
- Collaborate with cross-functional teams, including product development, delivery and refunds to address customer needs and improve service quality.
- Identify opportunities to streamline processes and enhance operational efficiency without compromising customer experience.
- Propose and implement initiatives to enhance customer support tools,systems, and workflows.
- Monitor key performance indicators (KPIs) and report on team performance, identifying trends and areas requiring improvement.
Functional Areas: Other
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