We are looking for a well experienced and highly skilled Team Lead for our Customer Support Department. Position holder will be responsible for carrying out support related activities for our online design website.
The basic function of this position is to act as a lead in customer issue resolution and take ownership of customer support responsibilities
The position should ensure that his team provides support of highest level in order to create an outstanding customer experience.
To make sure support members are providing support according to their job responsibilities to the best of their abilities. This includes time management, rotation, supervising their emails, tickets, live chats and phone conversations.
The position should ensure that all support staff have a proactive approach towards identifying issues and their resolutions.
Maintaining current knowledge of industry new developments and involvement in network communication
Liaison with other departments including US office.
Handling customer queries via phone call/email/ticket system and live chat
Handling the most complicated customer inquiries or complaints.
Keeping record of all deliveries and ensuring that project deliverable are sent to client on time.
Maintaining customer records - Keeping track of orders, up sells and monitoring of design projects
Good reporting skills and ability to provide valuable guidelines to customers.