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Customer Support Team Lead

About the Team:

Technical and Business operation teams design, implement and drive the processes, tools, partnerships and training necessary to ensure smooth functioning in the areas of logistics, customer relationships, aftermarket services and back-office activities.

 

About the Role:

As Customer Support Team Lead, your main responsibility will be to provide great services to our customers. You will design and implement customer-centric processes that will provide great support to our customers at every step of their way.

 

Key Responsibilities:

Customer Care Centre Management:

  • Lead and organize Customer Care function to establish and structure quality working processes.
  • Manage close relationships with Customer Care Centre to ensure proper goal setting, performance measurement and initiatives to improve customer care quality.
  • Manage call centre to minimize errors and improve customer care quality.
  • Handle complex customer complaints and inquiries.
  • Work with marketing, engineering and quality teams in the organization to maintain up-to-date knowledge of resources so that the customers are conveyed the most updated information.
  • Review the performance of the customer support agents, identify training needs and plan training sessions from time to time.
  • Plan and prepare for inbound inquiries in advance based on the upcoming initiatives led by the business team.
  • Act as the escalation point for all customer support issues.
  • Manage customer care database system.

Reporting:

  • Record all communications, records and data related to customer care.
  • Prepare reports showcasing user ratings, performance levels of the Customer Care Centre and present to management team.
  • Forecast inbound inquiries from customers and coordinate staff recruitment to meet demand.
  • Formulate recommendations to improve customer support quality based on synthesis of the data collected.

Troubleshooting:

  • Contact customers with the aim of collecting information to resolve their issues.
  • Liaise with different teams internally to gather information and resolve customer issues of varying complexity.
  • Continuously improve troubleshooting guides to improve customer experience quality.
  • Able to identify root cause of an issue/ inquiry and offer solutions quickly.

Desired Skills, Experience & Qualifications:

  • Bachelor degree, or higher, in engineering discipline.
  • Minimum 5 years of experience in managing customer care in hardware, consumer appliance or white goods space.
  • Information Technology knowledge or experience is required.
  • Excellent writing and oral communication skills in English.
  • Excellent interpersonal skills with an optimistic and positive personality.
  • Great communicator and listener.
  • Has a real passion for customers and is filled with a strong desire to solve customer pain points
  • Proactive person who enjoys taking on tough challenges and overachieving goals.
  • Ability to pay attention to details and closely monitor customer care centre partner.
  • Has high integrity and committed to the vision of Zimplistic.
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