- Location
- Bhopal, Madhya Pradesh, India
- Job type
- Full-time
Required skills
- communication skills
- CRM
- ticketing
About the role
TechXR Innovations Private Limited
Website:
techxr.co
Job details:
Roles and Responsibilities:- Lead and manage the customer support team to ensure high-quality service and timely resolution of queries.
- Oversee inbound and outbound calls to assist customers and provide product/service information.
- Monitor team performance, call quality, and ensure achievement of daily, weekly, and monthly targets.
- Handle escalations, complaints, and complex customer issues professionally and efficiently.
- Ensure proper tracking, follow-ups, and closure of customer queries and support tickets.
- Maintain accurate records of customer interactions and team performance in CRM systems.
- Collaborate with sales and other teams to improve customer experience and support conversions.
- Train, mentor, and guide team members to enhance productivity and communication skills.
- Prepare reports, analyze data, and identify areas for process improvement.
- Utilize tools like Exotel, cloud telephony systems, spreadsheets, and support ticketing platforms effectively.
- Ensure strong usage of Excel/Google Sheets for reporting and performance tracking.
Experience and Qualifications:- Minimum 1–3 years of experience in customer support/telecalling, with team handling experience preferred.
- Excellent communication and leadership skills.
- Experience in customer support or telesales environments.
- Proficiency in CRM tools, Excel/Google Sheets, and support systems.
- Strong problem-solving and team management abilities.
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