Team Leader

A1 to A3
•    Average PMI (last 6 months)/PMS rating 3 and above
•    2 years in current role
•    No Warning Letter issued in the past 6 months
•    Mandatory E-learning courses certified wherever applicable
A2 to A3
Or
P1 to P2
•    Average PMI (last 6 months)/PMS rating 3 and above
•    1 year of exp in the current role
•    No Warning Letter issued in the past 6 months
•    Mandatory E-learning courses certified wherever applicable
 

• Lead and manage a team of customer support representatives, ensuring efficient and effective support delivery.
• Oversee and monitor team performance, providing regular feedback and coaching to enhance skills and productivity.
• Handle complex customer inquiries and escalate issues as needed, ensuring timely resolution.
• Implement and maintain quality assurance processes to ensure consistent and high-quality support.
• Collaborate with other departments to align support strategies with overall business objectives.
• Stay updated with industry trends and best practices in customer support, implementing innovative solutions.
• Manage and resolve customer disputes and fraud cases, ensuring fair and timely outcomes.
• Supervise financial operations, including billing, payments, and refunds, maintaining accuracy and security.
• Conduct performance evaluations and provide career development opportunities for team members.

• Minimum of 1 year of experience.
• Strong leadership and team management skills, with the ability to motivate and inspire others.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Proven ability to handle complex customer inquiries and provide effective solutions.
• Proficiency in using customer support tools and technologies, including email, chat, and ticketing systems.
• Analytical skills to interpret data and make informed decisions to improve support processes.
• Knowledge of fraud detection and dispute resolution techniques is highly advantageous.
• Familiarity with financial operations, including billing and payment processing, is preferred.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• Excellent problem-solving and conflict resolution skills.