Job Responsibilities:

- Lead, manage and monitor the performance of Customer Support Executives.
- Allocate daily tasks and ensure achievement of team targets.
- Monitor customer interactions across calls, emails and chats.
- Handle customer escalations and ensure timely resolution.
- Track KPIs including AHT, FCR, CSAT, productivity and quality.
- Conduct team training, performance reviews and feedback sessions.
- Coordinate with Warehouse, Operations, Billing and E-commerce teams for issue resolution.
- Prepare daily and monthly performance reports.
- Identify process gaps and implement improvements to enhance customer experience.

Required Skills & Qualifications

- Graduate in any discipline.
- 5 years of experience in Customer Support, preferably 1–2 years in a Team Leader role.
- Experience managing a team of 10–20 executives.
- Excellent communication, leadership and problem-solving skills.
- Knowledge of CRM tools, ticketing systems and MS Excel.
- Ability to manage escalations and work in a target-driven environment.

Job Types: Full time, Permanent, Fresher

Pay: ₹22,000.00 - ₹30,000.00 per month

Language:

- English (Required)

Location:

- Karnal, Haryana (Required)

Work Location: In person

📌 Team Lead - Customer Support (May communicate in English) (Karnal)
🏢 Zee Laboratories Ltd (Zeelab Pharmacy)
📍 Karnal