Team Leader - Customer Support - Internet Service Provider (3-6 Yrs) Hyderabad (After-Sales/Customer Service)

Join Us as a CCNR Team Leader - Customer SupportAbout Our Client:Our client is a leading force in India s Internet Service Provider (ISP) sector, dedicated to delivering high-speed broadband services. With a growing customer base and a strong commitment to excellence, they are looking for a skilled professional to lead their Customer Complaints and Network Resolution (CCNR) team.Position: CCNR - Team LeaderLocation: HyderabadExperience: 3-6 years of relevant experience in customer supportQualification: GraduationRole Type: Team LeadAbout the Role:As a CCNR Team Leader, you will oversee a team managing customer complaints and network-related issues. Your role is to ensure timely resolution, enhance customer satisfaction, and optimize processes for seamless service delivery.Key Responsibilities:1. Team Management:- Lead, mentor, and guide a team of 15 CCNR executives.- Allocate tasks efficiently to ensure effective complaint and issue resolution.- Monitor team performance and ensure compliance with SLAs (Service Level Agreements).2. Customer Complaint Resolution:- Oversee the resolution of customer complaints related to network performance and connectivity.- Conduct root cause analysis to prevent recurring issues.- Escalate unresolved complaints to higher management or technical teams when necessary.3. Network Coordination:- Collaborate with the network operations and engineering teams to resolve technical issues.- Monitor network outages and ensure customers are promptly updated on resolution timelines.4. Reporting & Documentation:- Maintain accurate records of complaints, resolutions, and escalations.- Prepare weekly/monthly reports on complaint trends, resolution times, and team performance metrics.5. Process Management & Improvement:- Identify inefficiencies in complaint-handling processes and propose solutions for improvement.- Stay updated on the latest tools and technologies to enhance team productivity.6. Customer Focus:- Develop strategies to improve customer satisfaction scores and overall experience.- Ensure proactive communication with customers about network issues and resolutions.7. Goal Accountability:- Take ownership of performance targets and ensure timely issue resolution by coordinating with cross-functional teams.8. Market Adaptability:- Stay updated on industry trends and adapt strategies to meet evolving market demands.9. Data Analysis & Communication:- Analyze data to identify actionable insights and recommend solutions for continuous improvement.- Handle escalations effectively and maintain strong communication with internal and external stakeholders.What We re Looking For:- Proven leadership experience in customer support roles (3-6 years).- Strong problem-solving and analytical skills.- Exceptional communication and interpersonal abilities.- Proficiency in managing escalations and ensuring timely resolutions.- Ability to lead a team effectively while maintaining high service standards.Why Join Us?- Opportunity to lead a dynamic and impactful team in the ISP industry.- Work in a fast-paced environment with a focus on innovation and excellence.- Competitive salary and career growth opportunities.- Ready to lead and redefine customer support excellence?Apply today to be part of a customer-centric organization driving growth and satisfaction! (ref:updazz.com)

Payroll Type : Permanent