Role Purpose
To lead and manage daily customer support operations, ensuring efficient handling of requests, high-quality service delivery, and consistent achievement of SLAs. The role focuses on team leadership, incident ownership, and continuous improvement, while acting as a subject matter expert for complex customer issues, particularly in billing and invoicing.
Key Responsibilities
Operational Management
- Oversee daily management, triage, and allocation of customer support requests to ensure productive workflow.
- Monitor team performance to ensure achievement of SLAs and operational targets.
- Support and guide agents to deliver timely, accurate, and effective ticket resolution.
Leadership & Team Development
- Lead, coach, and motivate team members to deliver high-quality customer service.
- Conduct regular 1:1s and monthly coaching sessions with all Advisors.
- Identify training needs and provide ongoing development and support.
- Promote best practice use of systems, processes,
and tools to enhance performance.
- Drive team engagement and wellbeing initiatives.
Escalation & Incident Ownership
- Take ownership of incidents, ensuring they are managed, communicated, and escalated appropriately.
- Act as the first point of escalation for customer complaints and complex cases.
- Ensure escalations are resolved within agreed SLAs and communicated effectively.
Decision Making & Governance
- Investigate and approve pricing overrides where incorrect customer charges have been identified.
- Ensure all customer communications are clear, accurate, and timely via appropriate platforms (e.g. Salesforce).
- Maintain service transparency through timely updates, including status page communications during outages or disruptions.
Advanced Support & Expertise
- Handle complex customer queries, particularly relating to billing and invoicing issues.
- Apply specialist knowledge of partner accounts, billing s
📌 Team Leader- Customer Service (Gurugram)
🏢 Onecom
📍 Gurugram
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