Team Lead | Customer Support

VASYERP, based in Ahmedabad designs and develops ERP & point of sale (POS) platform for manufacturing and retail industries in India and internationally. It provides solutions to manage Production, Inventory, Cloud-POS, Smart Retail, Omni channel ecommerce, Self - Checkout, Smart Cart, m-POS, Self-Ordering, Cloud Printing, Customer Loyalty, Memberships, Self-Kiosk, GST Returns, Accounting, Analytics and much more! It also provides third party POS hardware with additional enhancing solutions for additional fees.

About the Role: Customer service leads are in charge of overseeing the day-to-day operations of their company’s customer service department. They commonly manage a team of customer service representatives and may also be responsible for developing new policies or procedures to improve the quality of service being provided.

Roles and Responsibilities:

Coordinating with other departments to ensure that customer service issues are resolved quickly and efficiently
Creating reports on customer feedback or satisfaction to help improve the customer service experience over time
Work with the goal of improving retention rates
Developing and implementing process improvements to increase efficiency in customer service operations
Helping customers by answering questions, resolving problems, and providing information about products and services Managing a team of customer service representatives to ensure they are providing excellent service to customers
Interacting with customers directly to answer questions about products or services
Organizing and conducting training sessions for new employees on company policies and procedures for dealing with customers
Measuring performance by conducting regular audits to identify areas for improvement and make adjustments accordingly
Candidate Requirement:

Bachelor or master degree in computer science or information technology or related field (Such as BE, Btech, M.Tech, ME, BCA, MCA, BSc. IT, MSc.IT)
Excellent communication skills
Prompt, Responsive, Responsible and Friendly approach to customer situations.
They need to know how to resolve customer issues quickly and professionally while also motivating their team to provide excellent service at all times
Job Type: Full-time

Salary: Up to ₹+00,000.00 per year

Benefits:

Flexible schedule
Health insurance
Leave encashment
Provident Fund
Schedule:

Day shift
Monday to Friday
Ability to commute/relocate:

Ahmedabad, Gujarat: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):

Are you comfortable with working from office at Ahmedabad, GJ location ?
Experience:

total work: 7 years (Required)
Customer support: 5 years (Required)
Escalation Management: 4 years (Required)