Team Lead – Complaint Management

• Manage the complaint resolution process for customer tickets, ensuring timely and satisfactory outcomes with an intent of ensuring 100% uptime of operations along with quality.
• Handle ticket complaints, prioritizing based on urgency and severity.
• Collaborate with internal teams to investigate and resolve complex customer issues.
• Utilize ticketing tool to track, and monitor complaints. Collate complaints from different sources and ensure all complaints are documented on the ticketing tool.
• Communicate effectively with customers via phone, email, or chat, providing empathetic and personalized assistance.
• Identify recurring complaints and work with relevant teams to implement long-term solutions.
• Maintain accurate records of interactions and resolutions for reporting and analysis purposes.
• Seek feedback from customers on the quality of services provided against the ticket closure, maintain records.
• Adhere to weekly rosters and participate in rotational shifts to provide round-the-clock support to customers.

Requirement

• Proficiency in basic Excel/Google Sheets for data management and reporting.
• Highly organized with the ability to manage multiple tasks simultaneously in a fast-paced environment.
• Demonstrated problem-solving skills and the ability to navigate ambiguity.
• Strong sense of ownership and integrity, with a commitment to delivering exceptional customer service.
• Experience working with ticketing systems is preferred.
• Excellent communication and interpersonal skills, with the ability to empathize with customers and understand their concerns.
• Willingness to learn and adapt to evolving processes and technologies.
• Ability to meet ambitious targets while maintaining quality and customer satisfaction.
• Flexibility to adhere to weekly rosters and participate in rotational shifts to ensure continuous customer support

(ref:updazz.com)