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.
Job Description: CCNR - Team LeaderLocation: Hyderabad
Experience: 3-6 years of Relevant Experience in Customer Support
Qualification: Graduation
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.