Customer Support Executive

Job Title: Customer Support cum Data Management – Team Leader Department: Customer Service / Operations / MIS Roles and Responsibilities: Team Leadership & Supervision:Lead and manage a team of customer support and data entry executives. Monitor daily team performance and ensure KPIs and SLAs are consistently met. Provide guidance, training, and mentorship to team members. Conduct regular team meetings to address issues, share updates, and align on goals. Handle escalated customer issues and ensure timely resolution. Customer Support Oversight:Ensure timely and professional handling of customer queries and complaints via phone, email, and chat. Oversee quality assurance in customer interactions and implement improvements where necessary. Coordinate with internal departments (sales, operations, tech) for issue resolution. Data Management & Reporting:Oversee collection, validation, and maintenance of customer and business data. Ensure accuracy, confidentiality, and timely reporting of data. Supervise the creation of daily, weekly, and monthly MIS reports. Use Excel tools (VLOOKUP, Pivot Tables, Charts, etc.) and dashboards for performance and trend analysis. Work closely with leadership to provide data insights that support business decisions. Process & Performance Improvement:Identify gaps in customer service and data processes and recommend improvements. Required Skills & Qualifications: 1–4 years of experience in customer service and data management, with at least 1 year in a team lead role. Strong leadership, problem-solving, and conflict resolution skills. Excellent communication and interpersonal abilities. Proficiency in MS Excel (including advanced functions) and CRM systems. Ability to multitask and manage team targets under pressure. High attention to detail and process orientation.