A Customer Support Team Lead in DTDC is responsible for overseeing a team of customer support representatives, ensuring they effectively handle customer inquiries, resolve issues, and maintain high customer satisfaction by monitoring performance, providing coaching, and implementing customer service policies to achieve team goals; they often act as a point of contact for escalated customer issues and contribute to process improvements based on customer feedback.

Key responsibilities:

Team Management:

Assign tasks and manage daily workload of the customer support team.

Train and develop new customer support representatives.

Provide ongoing coaching and performance feedback to team members.

Monitor team performance metrics like response times, resolution rates, and customer satisfaction scores.

Address performance concerns and implement corrective actions when necessary.

Customer Issue Resolution:

Handle escalated customer issues requiring complex problem-solving.

Act as a point of contact for difficult customer situations.

Collaborate with other departments to resolve cross-functional customer issues.

Quality Assurance:

Review customer interactions to ensure quality standards are met.

Identify areas for improvement in customer service processes.

Implement changes to optimize customer support workflows

Customer Feedback Management:





Collect and analyze customer feedback to identify trends and areas for improvement.

Communicate customer feedback to relevant stakeholders to drive product and service enhancements.

Reporting and Analysis:

Generate reports on customer support performance metrics.

Team Lead DTDC Job Description

Identify trends and patterns in customer inquiries to inform strategic decisions.

Required Skills:

Excellent communication skills: Ability to clearly communicate with customers, both verbally and in writing, to understand their needs and effectively resolve issues.

Strong leadership skills: Ability to motivate and inspire a team to achieve high performance goals.

Problem-solving skills: Effectively analyze complex customer issues and develop solutions.

Technical proficiency: Knowledge of customer relationship management (CRM) systems and relevant support tools.

Customer service expertise: Deep understanding of customer service principles and best practices.

Job Type: Full-time

Pay: ₹16,000.00 - ₹19,000.00 per month

Benefits

- Provident Fund

Schedule:

- Day shift

Work Location: In person

Job Type: Full-time

Pay: ₹16,000.00 - ₹19,000.00 per month

Advantages:

- Health insurance
- Provident Fund

Language:

- English (Preferred)

Work Location: In person

📌 Executive Customer Relationship (India)
🏢 DTDC EXPRESS
📍 India