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