Customer Support Leader

Key ResponsibilitiesCustomer Support

• Handle inbound and outbound calls from broadband/ISP customers.
• Resolve customer queries related to internet, broadband plans, billing, payments, recharge and service requests.
• Handle customer complaints and ensure timely resolution.
• Coordinate with the NOC, Network and Field Teams for technical issues.
• Follow up with customers regarding pending service requests and complaints.
• Maintain professional communication and improve customer satisfaction.

Payment Follow-Up

• Contact customers regarding pending and overdue broadband payments.
• Follow up for monthly bill payments, renewals and outstanding amounts.
• Explain plans, billing details and payment options to customers.
• Maintain daily payment follow-up records.
• Coordinate with Accounts/Management for payment-related issues.

Senior Executive Responsibilities

• Handle complex customer complaints and escalations.
• Support junior customer support executives in resolving difficult cases.
• Monitor pending complaints, callbacks and payment follow-ups.
• Ensure proper updating of CRM/customer records.
• Prepare daily reports for calls, complaints, payments and follow-ups.

Team Leader Responsibilities

• Lead and manage the BPO Customer Support Team.
• Allocate daily work and monitor team performance.
• Conduct daily team huddles and provide guidance to team members.
• Monitor attendance, productivity, call quality and customer handling.
• Track KPIs such as calls handled, complaints resolved, payment collections, follow-ups and customer satisfaction.
• Provide coaching and feedback to improve team performance.
• Handle escalated customer complaints and critical issues.
• Coordinate with NOC, Network, Field, Accounts and Management teams.
• Prepare and submit daily/weekly/monthly team performance reports.
• Maintain team discipline, productivity and service quality.
• Required SkillsExperience in ISP / Telecom / Broadband / BPO Customer Support preferred.
• Good communication skills in Telugu, Hindi and English.
• Strong customer handling and problem-solving skills.
• Experience in payment follow-up and collection calls.
• Good knowledge of broadband/ISP services and basic technical issues.
• Good team-handling and leadership skills for TL position.
• Basic knowledge of MS Excel, CRM and reporting.
• Ability to work under pressure and achieve daily targets.

ExperienceSenior Executive: 1–3 years

Team Leader: 2–5 years, preferably with prior BPO/Telecom/ISP team-handling experience.