Team Lead – Customer Support Services

About Iksula Services Pvt Ltd.

We are an eRetail Strategy Consulting company that helps our clients to setup and manage

their online retail business. We design and execute eRetail Strategies for leading brands and

retailers in India and US. We are 900+ members strong and are one of the leading eCommerce

services providers globally. Our services include; Technology development & support,

Merchandising Operations, Digital Marketing, Analytics, Supply chain management and Consulting. Iksula clients are based across 5 continents with the bulk of revenues coming from USA and Europe. It is a fast growing, dynamic, organization. It offers a great work culture and environment. We help our clients create beautiful digital experiences for their consumers. Led

by a team with over four decades of eCommerce experience, we assist over a dozen billion[1]dollar companies in managing their eCommerce technology and operations

Job Description

The Team Lead, Customer Support is formally responsible for the development of new

Customer Service Representatives (CSRs). The Team Lead acts as the second-tier level support for the front-line Customer Support team. The Team Lead provides direction and support to CSRs with a goal of continually meeting and expanding the definition of world class customer

service. The Team Lead provides guidance and direction in the development of training materials for CSRs. Under the direction of the Manager, Customer Support, the Team Lead will create and maintain a Customer Service Model and ensure established standards are

maintained through coaching and Quality Assurance. The Team Lead partners with other Iksula departments and key partners to remove barriers for our customers as well as the Customer Support team and works to continuously improve customer experience.

Overall Responsibilities:

• Managing the customer support department’s day-to-day functions. Responding to

escalated customer support issues.

• Implementing customer support processes to enhance customer satisfaction.

• Informing the team of all new information related to products, procedures, and trends.

• Monitors customer care email and chat responses.

• Coordinates and facilitates call calibration sessions for call center staff.

• Provides feedback to call center executives and team leads.

• Prepares and analyzes internal and external quality reports for management staff review.

• Delivering performance evaluations and following the disciplinary process according to

company policy. Managing the budget of the customer support department

Training & Coaching

• Formally responsible for developing new customer service representatives.

• Under the leadership of the Manager, Customer Support, maintain, update and monitor all

CSR training needs including but not limited to upgrading, new program training and soft

skills training.

• Provide ongoing group and individual coaching, and provide manager with a regular

forecast of future needs for the CS team

• Create tools, assessments and evaluation checklists to assess the progress of new CSRs

• Monitor call tracking software and proactively address any concerns or issues.

Escalations

• SME dealing with complex customer scenarios and escalations.

• Identify areas to improve efficiencies, reduce repeat calls and provide feedback and coaching to the CSR’s to help minimize escalations

• Specialized and Other Miscellaneous Tasks

• Conduct Customer Experience Workshops to promote continuous improvement

• Perform CSR duties as well as other related duties and participate in special projects as assigned by the Manager, Customer Support

• Assist in updating customer service related forms and information

• Introduce activities for learning and morale boost as needed

• Assist in the interviewing and hiring process of new CSR’s

• Execute supervisory managerial duties in absence of Manager

Must have skills:

• Education : Bachelors degree

• Experience : 3-5 years in monitoring Contact Centre end to end operations

• The ability to recognize a problem quickly and effectively, determine the cause, take

appropriate action and follow-up is necessary.

• Experience in coaching, training and supporting a customer service team is an asset.

• Strong communication skills: Should have very strong spoken and written communication.

• Stakeholder Management - Must have proven experience including Internal and External

Stakeholders

• Intensive exposure in process excellence for customer support team

• High energy, passion, and drive, with a strong positive outlook

• Strong competencies in the following areas:

o Communication, both verbal and written

o Problem solving

o Adult Learning and Coaching models

o Attention to detail and accuracy

o Critical analysis o Ability to deal with ambiguity

o Team player

o Decision Making

o Time Management and Prioritization

o Organizational Skill