Role & responsibilities
- Own end-to-end resolution of customer escalations across calls, emails, social media, review platforms, and other customer touchpoints.
- Handle customer interactions across both voice and non-voice channels as part of a blendedsupport team.
- Conduct quality audits, provide feedback, and ensure adherence to service standards and SOPs.
- Manage shift operations, monitor team adherence, and support smooth day-to-day functioning.
- Collaborate with internal stakeholders to resolve customer issues within defined SLAs.
- Identify recurring customer issues, analyze trends, and recommend process improvements.
- Prepare and share reports on escalations, quality, and operational performance.
Preferred candidate profile
- 4-6 years of experience in Customer Support, Escalations, or Contact Centre Operations.
- Excellent communication, problem-solving, and stakeholder management skills.
- Solid customer-first mindset with high ownership and attention to detail.
- Experience with CRM/ticketing tools and quality audits is preferred.
📌 Team Leader-Customer Support (Delhi)
🏢 Chaayos
📍 Delhi