Company Overview

Our mission at Illusion Dental Laboratory is to provide only the highest quality dental restorations delivered in a timely fashion with attentive customer service. We strive to provide the perfect blend of technical expertise, personal service, and dependable results. We strongly believe in relationships based on communication and feedback. Illusion Dental Laboratory has 51-200 employees and is headquartered in Mumbai. Learn more at Illusion Dental Laboratory.

Job Overview

Illusion Dental Laboratory is seeking a dedicated and experienced Customer Service Team Lead to join our team in Malad. This full-time, senior position requires a professional with up to 10 years of work experience in customer service management. The Customer Service Team Lead will play a crucial role in overseeing the customer service team and ensuring the highest level of service delivery.

Qualifications and Skills

• Proven leadership skills with the ability to effectively manage and motivate a team.
• Strong communication skills to facilitate clear and effective interactions with customers and team members.
• Excellent problem-solving abilities to address and resolve customer issues promptly and efficiently.
• Proficiency in customer relationship management to build and maintain positive customer relationships.
• Experience in team management including task delegation, performance evaluation, and conflict resolution.
• Exceptional conflict resolution skills to handle customer complaints and conflicts within the team productively.
• Effective time management skills to prioritize tasks and manage the workload of the customer service team effectively.
• Ability to train and develop team members to enhance their skills and performance continuously.

Roles and Responsibilities

• Lead, mentor, and manage a team of customer service representatives to achieve high performance and customer satisfaction.
• Oversee daily operations of the customer service team, ensuring timely and effective resolution of all customer inquiries and issues.
• Develop and implement customer service policies, procedures, and standards to enhance service delivery.
• Monitor and assess team performance, providing regular feedback and conducting performance evaluations.
• Handle escalated customer issues and complaints, focusing on finding solutions and maintaining positive customer relations.
• Coordinate with other departments to ensure a seamless customer service experience.
• Prepare and present reports on customer service metrics and performance to senior management.
• Identify opportunities for service improvements and implement changes to enhance overall customer experience.