Customer Support- Instore Lead

Key Responsibilities :

• Team Management :
• Lead and manage a team of 6-8 members, ensuring that store-related complaints and escalations are handled efficiently and resolved promptly.
• Data Analysis Reporting :
• Prepare detailed reports and analyze data on customer feedback, complaint trends, and offline channel performance. Provide actionable insights to enhance customer experience.
• Complaint Management :
• Oversee the entire complaint process, identifying bottlenecks and systemic issues. Ensure timely resolution of complaints raised through emails, calls, and other offline methods.
• Process Improvement :
• Identify disruptions in the customer life cycle and collaborate with cross-functional teams to implement improvements in processes and workflows related to offline support.
• Quality Tracking Data Hygiene :
• Monitor and maintain data accuracy in tracking systems. Ensure all customer complaints are properly documented and resolved in accordance with set quality standards.
• Cross-Functional Collaboration :
• Work closely with internal teams (Customer Support, Operations, Product, etc.) to address customer issues and implement process changes effectively.
• Documentation Reporting :
• Maintain thorough documentation of process changes, customer escalations, and key insights from data analysis. Present regular reports to senior management on offline performance and improvements.
• Continuous Improvement :
• Stay updated on the latest trends in customer support and tools. Implement initiatives to enhance team performance, process efficiency, and customer satisfaction.

Qualifications :

Key Skills :

Skills Required

Team Management, Customer Support, Complaint Management, Process Improvement