Customer Support Lead

This is an in-office role, in Vasai West 401202

Base LPA : 1.8 to 2.40 Lakhs PA

9 Figures Club Pvt. Ltd is a dynamic company that builds profitable e-commerce brands and offers top-notch advertising solutions through their agency, Adex.

Job Summary:

As a customer support lead, you will be overseeing the technical team, managing the smooth operation of customer inquiries and complaints to ensure customer satisfaction.

Responsibilities :

• To give directions to team members to follow through customer inquiries to make sure they are rightfully attended to on time.

• The ability to strategically change direction or approach if needed to ensure customer satisfaction.

• To be able to give detailed feedback of each team member to management to improve our quality of customer care.

• The ability to observe the strengths and weaknesses to bring in needed improvements to enhance the quality of support.

• Should be able to coach or personally train any team member who has difficulty in dealing with customers.

• To step in during extremely tough situations and manage the task at hand with utmost understanding and concern.

• Must be able to delegate different duties to each member to be able to reach a set goal.

• Should be able to deal with escalations and solve any sudden problems.

• Ability to resolve customer complaints, escalations and efficiency of team performance.

• Maintaining organized reports to keep track of progress and efficiency within the team.

Required skills and Qualification :

• Strong communication skills ( verbal and written) with the ability to build rapport with the customer support team members.

• The ability to make sure the tasks get completed in a timely manner.

• Helpful, friendly, approachable and understanding.

• Efficient in multitasking.

• Calm under pressure.

• Leadership qualities.

• Disciplined, organized, problem solver

Experience : Freshers and Experienced individuals can apply. Females, preferred. ( Looking for someone with 0-2 years) 

Work Timings and Leave Policy

• Monday to Saturday ( 10 AM - 6 PM )

• Office Location: Vasai West, 401202

• Post probation 24 Paid leaves are allowed a year, which includes a compulsory 4-day block leave for self-care.