Job Description
We are looking to hire an experienced Team Leader – Customer Support for our company based in the UK.
Fluency in spoken and written English is compulsory.
Timings: You will be working UK shift times from 10:00 AM to 6:30 PM UK Time.
India Time: Approximately 2:30 PM to 11:00 PM
(Apply only if you are comfortable with the shift timings.)
Work Schedule: Monday to Friday plus half days on every alternate Saturday.
Salary: INR 35,000/- to 45,000/- per month
Work Location: Remote
Job Description
- Lead, motivate, and manage a remote team of Customer Support Executives to ensure exceptional customer service standards are consistently achieved.
- Handle customer escalations ensuring timely and satisfactory resolutions.
- Review customer accounts, payments, and correspondence to ensure accuracy and compliance with company procedures.
- Conduct regular one-to-one meetings and training sessions to develop team members.
- Ensure all customer interactions comply with company policies and regulatory requirements.
- Prepare performance reports, identify trends, and recommend process improvements to enhance customer experience and operational efficiency.
- Coordinate with internal departments to resolve complex customer and compliance-related issues.
- Plan and forecast execution of team workflow activities based on individual and team efficiency, as well as planned / unplanned absences, to maximise achievement of key performance targets.
- Handle ad hoc customer service and compliance projects as assigned by management.
Full training on internal systems and processes will be provided.
Requirements
- Excellent spoken and written English with the ability to communicate confidently across various mediums.
- Minimum 3 years of experience in a Team Leader or Supervisory role.
- Strong leadership, communication, and organizational skills.
- Excellent analytical and problem-solving abilities with a keen attention to detail.
- Ability to review complex customer cases and make informed decisions.
- Strong organizational and multitasking skills with the ability to prioritise workloads effectively.
- Ability to work independently while fostering a collaborative team environment.
- A proactive, flexible, and professional approach to handling challenges and achieving business objectives.
- Ability to work in a fast-paced regulated environment with strict compliance requirements.
Job Types
Full-time, Permanent
Application Questions
- What is your current/last salary per month?
- What is your salary expectation per month?
- If selected, are you willing to undergo a background check, provide ID documents, references from your previous employer, and a Police Clearance Certificate?
- How many years of experience do you have managing or leading a customer support team?
Work Location: Remote
Pay: ₹35,000.00 - ₹45,000.00 per month
Work Location: Remote
