Job Summary

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

Positive Have Skills
Knowledge of industry-specific products/services
Experience in handling complex customer issues
Strong stakeholder/customer-facing skills
Experience in a contact center setting

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