Team Lead - Complaint Management (3-5 yrs)

1. Manage the complaint resolution process for customer tickets, ensuring timely and satisfactory outcomes with an intent of ensuring 100% uptime of operations along with quality.

2. Handle ticket complaints, prioritizing based on urgency and severity.

3. Collaborate with internal teams to investigate and resolve complex customer issues.

4. Utilize ticketing tool to track, and monitor complaints. Collate complaints from different sources and ensure all complaints are documented on the ticketing tool.

5. Communicate effectively with customers via phone, email, or chat, providing empathetic and personalized assistance.

6. Identify recurring complaints and work with relevant teams to implement long-term solutions.

7. Maintain accurate records of interactions and resolutions for reporting and analysis purposes.

8. Seek feedback from customers on the quality of services provided against the ticket closure, maintain records.

9. Adhere to weekly rosters and participate in rotational shifts to provide round-the-clock support to customers.

Requirement :

1. Proficiency in basic Excel/Google Sheets for data management and reporting.

2. Highly organized with the ability to manage multiple tasks simultaneously in a fast-paced environment.

3. Demonstrated problem-solving skills and the ability to navigate ambiguity.

4. Strong sense of ownership and integrity, with a commitment to delivering exceptional customer service.

5. Experience working with ticketing systems is preferred.

6. Excellent communication and interpersonal skills, with the ability to empathize with customers and understand their concerns.

7. Willingness to learn and adapt to evolving processes and technologies.

8. Ability to meet ambitious targets while maintaining quality and customer satisfaction.

9. Flexibility to adhere to weekly rosters and participate in rotational shifts to ensure continuous customer support