Customer Care Rep - Team Lead

Role-Customer Care Representative

Work persona-Work from Office (6 days)

Location-Vikhroli west

Role & Responsibilities

• Develop and implement customer service policies and procedures
• Monitor customer service Planners performance and provide ongoing coaching and feedback
• Analyse customer service trends and recommend improvements
• Train and onboard new customer service Planners.
• Monitor customer service Planners adherence to company policies and procedures
• Ensure customer service Planners maintain a high level of customer service
• Prepare and analyse customer service reports.
• Foster an environment of collaboration and teamwork among customer service Planners.
• To arrange refresher course for the SPs on process changes and updates, if any. Administrative/ Operational support to SPs.
• To manage and maintain good working relations within the team.
• Motivate team and provide timely follow-ups
• Call quality monitoring for SPs regularly and ensure to take corrective measures for improvement.
• Monitoring SRs regularly for compliance and checking Escalation process happening against the required SRs.
• Solving queries on floor.
• To plan the roster and leaves across the team
• To counsel/ guide and lead the team effectivelyTo manage and monitor the KPIs.
• To ensure high quality of support to the team on job shadowing, training on process etc.

Requirements and Qualifications

• Bachelors degree with any specialization/Degree in Management will be added advantage.
• Minimum of 5 years of experience in customer service
• Excellent leadership and organizational skills
• Strong communication, problem-solving, and decision-making skills
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint)
• Able to handle multiple tasks and prioritize effectively
• Able to motivate and mentor customer service Planners.
• Knowledge of customer service software and systems