Job Title: Team Lead & Asst Manager - Customer Support
Job Type: Permanent
Location: Mumbai, Maharashtra, India
Mode of Interview: Virtual
Shift Timing: US Shift
Mode of Work: Work from office
Qualifications
- Graduate in any discipline
Responsibilities
- Handle inbound customer queries and concerns through Voice (85%) and Email (15%) channels.
- Ensure timely and effective resolution of customer queries and complaints.
- Consistently meet contractual Service Level Agreements (SLAs) and quality standards.
- Identify, analyze, and resolve complex customer issues.
- Maintain accurate records of customer interactions and resolutions.
- Use relevant customer support tools and applications effectively.
- Ensure a positive customer experience through qualified and effective communication.
- Follow defined processes, policies, and operational guidelines.
- Escalate critical or unresolved issues to the appropriate team when required.
Requirements
Must Have Skills
- Customer Support / Contact Center experience
- Inbound voice & email support experience
- SLA adherence
- Problem-solving and analytical skills
- Customer query and complaint handling
- Knowledge of customer support tools/applications
Good Have Skills
- Knowledge of industry-specific products/services
- Experience in handling complex customer issues
- Strong stakeholder/customer-facing skills
- Experience in a contact center environment
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
📌 Team Lead (Mumbai)
🏢 Black And White Business Solutions
📍 Mumbai
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