Role Overview
We are seeking an experienced Customer Support Associate who can not only handle customer interactions but also manage and guide a small support team. The ideal candidate should have strong communication skills, problem-solving abilities, and prior experience in team handling and customer service operations.
Key Responsibilities
- Handle inbound and outbound customer queries related to Metal Mandi operations.
- Lead and mentor a team of support executives, ensuring smooth daily operations.
- Manage and resolve escalated customer complaints in a timely manner.
- Track customer support performance metrics and ensure SLA adherence.
- Coordinate with sales, operations, and logistics teams to ensure customer satisfaction.
- Prepare weekly reports on team performance, issue resolution, and customer feedback.
- Assist in setting up and improving processes to enhance the customer support experience.
- Train and guide new team members on product knowledge, processes, and communication.
Requirements
- Graduate in any discipline (MBA preferred but not mandatory).
- 35 years of customer support experience, with at least 1 year in a team-handling role.
- Strong interpersonal and communication skills (Hindi & English mandatory; knowledge of South Indian languages is a plus).
- Ability to multitask, prioritize, and manage time effectively.
- Proficient in MS Office and CRM tools.
- Exposure to inside sales / telesales processes will be an advantage.
