Customer Support Team Leader

Position Details Role: Senior Customer Experience Executive (Voice Process) Location: Mumbai Experience Required: 3+ years in Customer Service / Voice Process / Customer Experience Process Type: Blended process Shift & Working Details Rotational shifts of 9 hours between 7:30 AM – 10:30 PM 5 days working Rotational week off Key Responsibilities Handle customer queries and concerns via voice support in a professional manner Deliver exceptional customer experience while maintaining quality standards Resolve escalations and provide timely solutions to customers Build positive relationships with customers through effective communication Coordinate with internal teams to ensure quick issue resolution Maintain accurate records of customer interactions and follow-ups Achieve customer satisfaction and service KPIs Mentor junior team members and support process improvement initiatives when required Candidate Requirements Excellent verbal and written communication skills Strong interpersonal and problem-solving abilities Customer-centric mindset with a professional approach Ability to handle escalations and difficult conversations effectively Experience in international/domestic voice process preferred Comfortable working in rotational shifts Graduation preferred