Job Description

Key Responsibilities

Expert Support & Guidance

Serve as the primary point of contact for associates seeking assistance with complex queries, technical issues, or process-related doubts Provide real-time support and resolution guidance during critical customer interactions Mentor and coach team members to enhance their product knowledge and service delivery skills Monitor and maintain a minimum 95% call answering rate for incoming customer calls Analyze call patterns and implement strategies to optimize response times and service quality Track team performance metrics and provide actionable feedback for continuous improvement Act as interim Team Leader during supervisor absences, ensuring seamless operations Coordinate daily activities, assign tasks, and manage escalations in the absence of direct leadership Facilitate team meetings and communicate important updates to associates Identify gaps in current processes and recommend improvements for enhanced efficiency Ensure adherence to company policies, procedures, and quality standards Collaborate with management to implement best practices and operational enhancements

Required Qualifications

Experience & Skills

Minimum 1+ years of proven experience

in voice or non-voice customer service operations Strong communication skills with excellent verbal and written English proficiency Demonstrated ability to handle complex customer queries and provide effective solutions Experience in mentoring or training junior team members Proficiency in CRM systems and customer service tools Basic knowledge of performance metrics and reporting Ability to multitask and manage multiple priorities in a fast-paced environment Strong problem-solving and decision-making abilities Natural leadership skills with the ability to motivate and guide team members Flexibility to adapt to changing business needs and work schedules
Job Types: Full-time, Permanent

Pay: ₹300,000.00 - ₹400,000.00 per year

Benefits:

Health insurance * Provident Fund