Posted:1 month ago|
Platform:
Work from Office
Job Description Assist new and existing agents with queries and work towards building a strong and supportive team. Monitor team performance metrics including response time, resolution time, customer satisfaction, and other KPIs, ensuring targets are met or exceeded. Manage and lead a team of Technical Support Specialists, providing guidance, coaching, and mentoring to ensure high performance and employee development. Collaborate with other departments such as Engineering, Product Management, and Sales to resolve complex customer issues and improve processes. Develop and maintain documentation for processes, procedures, and troubleshooting steps to ensure consistency and knowledge sharing within the team. Strengthen omni-service channels (Phone, Chat, and Email) to create a world-class customer experience. Identify trends in customer issues and escalate product bugs or service issues to the appropriate teams for resolution. Monitor customer satisfaction through surveys, escalations to management, and performance dashboards. Qualifications 1+ years of experience at Kapture Cx. JFM Metrics should meet the defined goals. Ability to multitask and pivot when necessary in a fast-paced environment. Excellent communication skills and customer-facing abilities.
Kapture CX
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Bengaluru, Karnataka
Salary: Not disclosed
