HCL DRIVE FOR Customer Support Representative (Email Process)Team Leader – UK Shift from 05 May to 0

Customer
Chennai
May 9, 2025
Full Time
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Job Description

Customer Support Representative (Email Process) – Team Leader

The Customer Support Email Process – Team Leader is responsible for leading a team of customer support representatives who handle email inquiries from customers. The role involves managing day-to-day operations, ensuring high levels of customer satisfaction, and meeting performance targets.

Key Responsibilities:

  • Lead and manage a team of customer support representatives handling email inquiries.
  • Ensure timely and accurate responses to customer emails.
  • Monitor team performance and provide regular feedback and coaching.
  • Develop and implement strategies to improve customer satisfaction and operational efficiency.
  • Handle escalated customer issues and resolve them promptly.
  • Prepare and analyze performance reports to identify trends and areas for improvement.
  • Collaborate with other departments to ensure seamless customer support.

Requirements:

  • Prior experience in a customer support role, preferably in an email process.
  • Proven experience in a leadership or supervisory role.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving and decision-making abilities.
  • Ability to work in a fast-paced environment and manage multiple tasks.
  • Proficiency in using customer support software and tools.
  • Flexibility to work in the UK shift.

Preferred Qualifications:

  • Bachelor’s degree in a related field.
  • Experience in the UK market or working with UK customers.

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