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 setting.

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