Dear Folks,

We have an urgent opening for the position of Team Leader at ODeX India Solutions Pvt Ltd.

Job Title: Team Leader – Support and CRM

Reporting to: Assistant Manager

Division/Department: Support & CRM

Location: Mumbai (HO)

Experience: 2-4 Yrs

Education: Graduation

Language: English, Hindi, Marathi

Job Responsibilities:

1. Team Management:

· Lead a team of support staff, including assigning tasks, monitoring workloads, and ensuring the timely completion of tasks.

· Provide guidance, training, and mentorship to team members to enhance their skills and career development.

· Conduct regular performance evaluations and provide feedback to team members, recognizing achievements and addressing areas for improvement.

· Positive and collaborative team culture, promoting teamwork, morale, and a customer-centric approach.

2. Issue Resolution:

· Ensure prompt and accurate resolution of customer problems, escalating complex issues when necessary.

· Monitor and analyze customer feedback to identify recurring issues and develop strategies for improvement.

· Maintain a high level of customer satisfaction by delivering excellent support services and managing customer expectations.

3. Process Improvement:

· Continuously evaluate existing support processes and workflows to identify areas for improvement.

· Streamline support procedures to enhance efficiency, reduce response times, and increase customer satisfaction.

· Collaborate with other departments, such as product, development or quality assurance, to address recurring customer issues and drive improvements in products or services.

· Implement appropriate tools and technologies to automate support processes and enhance productivity.

4.



Knowledge Management:

· Develop and maintain a comprehensive knowledge base or documentation system to ensure accurate and up-to-date information for the support team.

· Provide training and resources to team members to enhance their product/service knowledge and troubleshooting abilities.

· Identify knowledge gaps and work with relevant authorities to fill those gaps through training programs or resource development.

5. Reporting and Analytics:

· Collect and analyze support-related data, such as ticket volumes, response times, resolution rates, and customer feedback.

· Prepare regular reports and metrics to track team performance, identify trends, and provide insights to management.

· Utilize data-driven insights to make informed decisions, optimize resource allocation, and improve overall support operations.

6. Team Building and Team Retention:

· To possess strong team-building skills.

· To foster collaboration, promote a sense of unity and camaraderie within the team, and leverage individual strengths to create a high-performing team.

· To build/promote a sense of unity and mutual understanding within the team and should be good at retention of any team member if needed.

7. Collaboration:

· Collaborate with other departments, such as sales, marketing, or product teams,



to share customer insights and contribute to product/service enhancements.

· Connect on regular basis with other team leaders or managers to ensure seamless coordination, knowledge sharing, and alignment of goals.

· Effectively communicate updates, changes, and best practices to the support team, ensuring clear and consistent messaging.

8. Emotional Intelligence and Decision Making:

· To empathize team members, create positive work environment and supportive environment.

· To analyze information, consider various perspectives, evaluate risks, and make sound decisions in a timely manner.

9. Adaptability and Time Management:

· Should be open to change, able to adjust plans and strategies as needed, and support team members in navigating transitions.

· Should be able to allocate resources efficiently and manage their own time as well as that of the team members.

10. Grievances Handling:

· Should be an active listener and able to create an open communication environment ensuring that team members know they can approach the team leader with any issues they may have.

· Offer support to the team member raising the grievance, ensuring they feel heard/understood and determine appropriate actions based on the findings of the investigation and the nature of the grievance.

· If necessary, should be able to escalate the matter to higher management or HR, following established protocols and procedures very diligently.

Pay: ₹35,000.00 - ₹40,000.00 per month

Benefits:

- Health insurance
- Leave encashment
- Provident Fund

Education:

- Bachelor's (Preferred)

Experience:

- Team Leader : 2 years (Required)

Work Location: In person

📌 Team Lead - Customer Support (India)
🏢 ODeX India Solutions
📍 India