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Team Leader - Customer Service

1.00 to 2.00 Years   Ahmedabad   26 Mar, 2024
Phonepe Private Limited
Job LocationAhmedabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryFinTech
Functional AreaNot Mentioned
EmploymentTypeFull-time

Job Description

    Respond to customer queries in a timely and considerate manner, via phone, email or chat Provide thoughtful. Identify customer needs and help customers use specific features across a suite of cloud applications, software and workflows Investigate technical issues and see them through to a resolution/solution. Monitor ticket volume and delegate to team members based on shifting volumes and priority Assist in ongoing training efforts for new and existing team members Handle customer escalations as required Troubleshoot, analyze and escalate product bugs using JIRA Update our internal databases with information about technical issues and useful discussions with customers Share feature requests and effective workarounds with team members Gather customer feedback and share with our Product, Sales and Marketing teams Make active contributions to help achieve team KPIs and OKRs Inform customers about new features and functionalities Follow up with customers to ensure. their technical issues are resolved Provide occasional after-hours and weekend support and in-person support Assist in training junior team members and cross-training effectively Strive to constantly improve overall user experience and be able to analyze team performance to identify strengths and improvements. Identify and contribute to build smart solutions for common customer pain points.Job Types: Full-time, PermanentSalary: 35,000.00 - 50,000.00 per monthBenefits: Cell phone reimbursement Health insurance Internet reimbursement Leave encashment Life insurance Paid sick time Paid time off Provident Fund Work from homeSchedule: Monday to Friday Night shift UK shift US shiftAbility to commute/relocate: Ahmedabad, Gujarat: Reliably commute or planning to relocate before starting work (Required)Application Question(s): Are you comfortable with a 7.00 PM to 4.00 AM IST work shift What is your current CTC What is your expected CTC How long have you been working in customer support What is your notice period Do you have experience in international live chat support Do you have experience in international live call support How many team members have you managed directly What CRM (or other similar tools) have your worked on Experience: International voice process: 2 years (Required) Team management: 1 year (Required)Language: English (Required)Work Location: In person,

Keyskills :
Customer supportTechnical troubleshootingBug trackingTrainingTeam managementAnalytical skillsEscalation handling

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