Lead and manage a team of customer support executives handling IVR calls (inbound & outbound)
Ensure timely call resolution and claim settlements within defined SLAs/TAT
Coordinate daily with CS teams, technicians, management, and support functions
Handle escalations and resolve customer complaints with priority
Monitor customer interactions across channels (calls, email, SMS, WhatsApp, social media)
Track KPIs (AHT, ageing cases, FCR) and generate performance reports
Analyze customer feedback and identify improvement areas
Ensure technician visits, closures, and service quality standards are met
Maintain strong relationships with clients and service centers
Oversee communication updates and timely email responses
Prepare daily payment lists for service centers (visits, parts, logistics)
Identify process gaps and implement improvements to enhance customer satisfaction
Provide feedback and development support to team members
Pay: ₹20,000.00 - ₹40,000.00 per month
Work Location: In person
