Customer Support - Inbound Tl Job in 7 Solar Green Energy

Scope Of Work / Responsibilities To ensure that the Team consistently meets the defined agent productivity targets on call handling time, the response time on emails, chats, resolution TAT, and quality parameters. Inbound duties include answering to customer inquiries and accepting and servicing incoming queries, requests & complaints. Taking care of all inbound modes of communication: Email, Chat, Call and Social Media. Monitor SLAs and quality measurements regularly, and refine SOPs for service agents accordingly. Ensure customer requests/queries/complaints are effectively managed by Service agents. Logging issues at different project stages, customer complaints, and escalations. Manage escalations received from team members, and facilitate quick resolution. Organize training for team members to update them with information about new products and process changes. Sales assist & business generating operations to ensure sales assist out call is done to all leads received through various marketing and business development activities via Inbound mode. Create daily/weekly/monthly dashboards to track the performance of teams. Managing SLAs, KPIs, metrics, and other reporting. Create Issue trackers and ensure relevant constructive feedback is shared with all stakeholders (Sales, Operations, and Marketing) to enhance Customer Experience and Brand Value. Building and developing knowledge and expertise on the process to ensure compliance with relevant regulations. Expectations Must have handled a team of 5-10 members. Min. 1-2 years as TL/SME. Must be in Pune or willing to relocate to Pune. Multi-functional team management/collaboration experience, and authority to drive. Ability to interact with a wide range of people across departments and build strong positive relationships. Strong communication and presentation skills, the ability to make complex, detailed information clear and actionable, as well as strong influence management skills to gain alignment and commitment. You drive outcomes through, persuasion, negotiation, and building consensus with external and internal stakeholders. You re a leader with the ability to inspire others and drive outcomes as a unit. Extensive experience in gathering and interpreting customer experience information. You re analytical and process-oriented, with the ability to make data-aware decisions. Identifying customer needs and taking proactive steps to maintain positive experiences. Quickly identify risks and develop mitigation plans. You have expert knowledge of tools like Google Sheets and MS Excel. Proficiency in MS Office.