Team Lead Customer Support

Role:

Managing team of Care Managers for end-to-end customer support of the assigned patients. Also,

handle couple of patients on individual basis too. Providing updates and reports to internal

stakeholders about patient status, grievances and outcomes.

Key Responsibilities:

 Manage and mentor team of customer support agents

Set the strategy for the development of the agents, staying abreast of new practices and

technologies, ensuring that we gain and maintain recognition for the quality of customer service

Be responsible for the end to end post sales management (except coach consultations) and

associated customer experience, supporting cross company initiatives to drive improvements,

improve efficiency and reduce complaints.

Be responsible for the recruitment, training, induction and coaching of manpower in the CM team

Handle customer escalations and achieve the customer retention targets

Review and organize all support center roles, shift-timings etc.

Ensure that all the resources are fully utilized and all the requirements are effectively covered.

Applying best practice, develop continuous improvement plans and make recommendations based

upon the employee and customer insight

Enhance the quality of customer interactions, ensuring quality assurance and compliance

obligations are met across all interactions

Desired Candidate Profile:

 Minimum 2 years’ experience as Lead-Customer Support

 Post Graduate/Graduate

 Excellent communication skills

 Approachable and empathetic

 Team handling experience skills

Job Location: Turbhe

Work Timings: Weekly (10Am-7pm)