JD – Team Leader – Customer Care

Job brief

We are looking for an experienced Team Leader in Customer Service to provide excellent customer service and to promote this idea throughout the organization. The goal is to keep the department running efficiently and profitably, to increase customer satisfaction, loyalty, and retention, and to meet their expectations.

Team Lead - Customer Service responsibilities include:

• Improving customer service experience, creating engaged customers, and facilitating organic growth
• Taking ownership of customer's issues and following problems through to resolution
• Setting a clear mission and deploying strategies focused toward that mission

Responsibilities

• Develop service procedures, policies, and standards
• Supervising day-to-day operations in the customer service department.
• Responding to customer service issues on time.
• Keep accurate records and document customer service actions and discussions
• Analyse statistics and compile accurate reports
• Recruit, mentor, and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of the industry’s developments and apply best practices to areas of improvement
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget
• Maintain an orderly workflow according to priorities

Requirements and skills

• Proven working experience as a Team Lead/SME/Sr Customer care Executive
• Experience in providing customer service support
• Excellent knowledge of management methods and techniques
• Proficiency in English & Hindi
• Working knowledge of customer service software, databases, and tools
• Awareness of the industry’s latest technology trends and applications
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• Audits customer service procedures and trends and determines system improvements.
• Enforces company policies and procedures.
• Determines customer service requirements by maintaining contact with customers and visiting operational environments.
• Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.

Education and Skills

• Bachelor’s degree in business administration or relevant field.
• A minimum of 5 years of proven experience in a customer service position.
• Proficiency in Microsoft Office and customer service software.
• Outstanding written and verbal communication skills.
• Good understanding of management practices and techniques.
• Excellent leadership and interpersonal skills.
• Mandatory – Hindi Speaking