Digital Support team - Team Lead

Role & responsibilities Provide prompt and efficient customer support via our ticketing tool.

• Address customer inquiries, troubleshoot technical issues, and provide guidance on using the IIFL Home Loans platforms effectively.
• Resolve customer complaints and ensure timely and satisfactory resolution of issues.
• Collaborate with other team members and departments to escalate and resolve complex customer queries or problems.
• Educate the ground team on our process and rule engines, ensuring they are aware of the features and benefits available to them.
• Document and maintain accurate records of customer interactions and issue resolutions in the designated CRM system.
• Contribute to the development of knowledge base articles and self-help resources to improve customer self-service capabilities.
• Proactively identify and report any potential system issues or improvements to the relevant stakeholders.
• Provide prompt and efficient customer support via our ticketing tool.er satisfaction targets.

Qualifications and Skills:

• Bachelor's degree in any discipline (Preferably BCA/B.Tech)
• Prior experience in customer support, preferably in a digital banking/financial services/fintech environment.
• Excellent verbal and written communication skills in English. Proficiency in additional languages will be an added advantage.
• Strong problem-solving and analytical skills to diagnose and resolve customer issues efficiently.
• Familiarity with digital banking platforms & mobile applications.
• Basic knowledge of banking operations, financial products, and services.
• Ability to work independently and collaboratively in a fast-paced, dynamic team environment.
• Proficiency in using ZOHO CRM systems and other customer support tools.
• Strong customer-centric approach with the ability to empathize and understand customer needs.
• Flexibility to work in rotational shifts, including weekends and holidays, as per business requirements.
• Having Team Lead expeirence.