Team Leader - Customer Support - Internet Service Provider (3-6 yrs)

About Our Client:

Our client is a prominent player in the rapidly evolving Internet Service Provider sector in India. With a strong commitment to delivering high-speed broadband services, the company has established a significant market presence and is continuously expanding its customer base.

Role Type: Team Lead

About the role:

The CCNR Team Leader will oversee a team responsible for managing customer complaints, network-related issues, and ensuring timely resolution to enhance customer satisfaction. This role requires excellent leadership, problem-solving, and communication skills to meet organizational objectives.

Key Responsibilities

Customer Retention:

• Responsible for managing customer retention for the assigned circle.
• Ensure end-to-end lifecycle management of customers in the network.
• Monitor and control involuntary and voluntary churn to remain within AOP (Annual Operating Plan).
• Drive customer retention strategies across all customer touchpoints.

Team Management:

• Lead and mentor a team of CCNR executives of 15.
• Allocate tasks and ensure efficient handling of customer complaints and network issues.
• Monitor team performance and ensure adherence to SLAs (Service Level Agreements).

Customer Complaint Resolution:

• Oversee the resolution of customer complaints related to network performance and connectivity.
• Escalate unresolved issues to higher management or technical teams as necessary.
• Conduct root cause analysis to prevent recurring complaints.

Network Coordination:

• Collaborate with the network operations and engineering teams for technical issue resolution.
• Monitor network outages and ensure prompt updates to customers.

Reporting & Documentation:

• Maintain accurate logs of complaints, resolutions, and escalations.
• Prepare weekly/monthly reports on complaint trends, resolution time, and team performance.

Process Management & Improvement:

• Identify process inefficiencies and propose solutions for better complaint handling.
• Stay updated on the latest tools and technologies to improve team productivity.

Customer Focus:

• Develop strategies to improve customer satisfaction scores.
• Ensure proactive communication with customers regarding network issues and resolutions.
• Goal Accountability: Take ownership of targets, coordinate with cross-functional teams to resolve issues, and ensure timely delivery.
• Market Adaptability: Stay updated on market trends and adapt strategies accordingly.
• Data Analysis: Provide actionable insights from data and recommend solutions for continuous improvement.
• Communication: Handle escalations effectively and maintain strong communication with cross-functional teams.