Location: India

Recruiter: Nirmala B

Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers.

We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs.

We use cutting-edge technology to link our clients’ systems, departments and sites. We provide an open technology platform that’s shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of it?

Enabling automotive dealers and manufacturers to embrace digital transformation and help them achieve it by developing solutions that enhances the car-selling experience for our customers. Also, focus on improving the overall car-buying and ownership journey.

As a Chat Team Leader, you will play a pivotal role in overseeing and managing a team of chat support agents. Your primary responsibility will be to ensure the delivery of exceptional customer service through various digital communication channels. Motivate your team and collaborate with other departments to enhance overall customer satisfaction.

Duties and Responsibilities:

• Supervise, train, and mentor a team of chat support agents.
• Set performance expectations, conduct regular performance evaluations, and provide constructive feedback.

• Monitor and analyze team performance metrics to ensure efficient and effective chat support operations.
• Implement strategies to optimize chat response times and resolution rates.
• Establish and maintain quality assurance standards for chat interactions.
• Conduct regular audits and provide feedback to agents to enhance service quality.
• Design and deliver training programs for new and existing team members.
• Keep the team updated on product knowledge, policies, and procedures.
• Liaise with other department leaders to address escalated issues and improve overall customer experience.
• Collaborate with IT to ensure the chat platform is optimized for efficiency.
• Handle escalated customer issues and provide guidance to team members in resolving complex problems.
• Identify recurring issues and work with relevant departments to implement long-term solutions.
• Generate regular reports on team performance, highlighting achievements and areas for improvement.
• Provide insights and recommendations to senior management.
• Scheduling the resources based on the forecasting of chat volumes.
• Build and maintain strong relationships with internal/external stakeholders.
• Liaise with respective stakeholders to resolve any issues with chat tools.
• Escalate any customer-related issues reported via chat.

Knowledge & Experience

• 2+ years of proven experience in a leadership role within a customer support environment.
• Excellent communication skills, both written and verbal.
• Strong interpersonal skills with the ability to motivate and inspire a team.
• In-depth knowledge of chat support tools and technologies
• Analytical mindset with the ability to interpret data and implement improvements.
• Good problem-solving skills.
• Customer-centric mindset with a commitment to delivering exceptional service.
• Proficiency with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) and other technical tools like JIRA, Salesforce, etc.

Why join us?

We’re on a journey to become market leaders in our space – and with that comes some incredible opportunities. Collaborate and learn from industry experts from all over the globe. Work with game-changing products and services. Get the training and support you need to try new things, adapt to quick changes and explore different paths. Join Keyloop and progress your career, your way.

An inclusive environment to thrive

We’re committed to fostering an inclusive work environment. One that respects all dimensions of diversity. We promote an inclusive culture within our business, and we celebrate different employees and lifestyles – not just on key days, but every day.

Be rewarded for your efforts

We believe people should be paid based on their performance so our pay and benefits reflect this and are designed to attract the very best talent. We encourage everyone in our organisation to explore opportunities which enable them to grow their career through investment in their development but equally by working in a culture which fosters support and unbridled collaboration.