Customer Service Team Lead

INTERDIZE SOLUTIONS LLP

3 - 7 years

0 Lacs

lucknow uttar pradesh

Posted:3 days ago| Platform: Shine logo

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Skills Required

customer support service communication skills problem solving customer service skills csat aht shrinkage sla attrition management customer satisfaction performance metrics training needs analysis objection handling postsales experience membership renewal proactive patient highpressure environment product expert operational metrics quality scores rapport building complaint closure contact centre operations detail oriented organizational skills

Work Mode

On-site

Job Type

Full Time

Job Description

Role Overview: As a Team Leader of the Customer Support and Service team, you will play a crucial role in managing post-sales experience and membership renewal for personalized customers. Your primary responsibility will be to mentor and develop your team to meet service metrics guidelines and retain customers through exceptional communication and problem-solving skills. You will need to be proactive, patient, and able to work in a high-pressure environment to ensure customer satisfaction and achieve performance objectives. Key Responsibilities: - Manage post-sales experience and service of premium members. - Mentor and develop the team to meet service metrics guidelines. - Effectively manage shift operations and track operational metrics such as CSAT, AHT, Shrinkage, Quality scores, SLA maintenance, and attrition management. - Handle escalation calls from customers and ensure closure of complaints. - Build strong rapport with the team and stakeholders to manage attrition effectively. - Evolve more effective work processes for improving customer interactions. - Constantly monitor and review performance metrics to achieve objectives. - Manage Contact Centre operations for consistent performance achievements. - Identify training needs of agents and collaborate with IT/HR/Training/Quality teams for effective implementation. Qualifications Required: - 3 years of experience in developing the above skills, including tele-marketing. - Familiarity with effective objection handling. - Extremely detail-oriented with strong organizational skills. - Bachelor's Degree in a relevant field.,

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INTERDIZE SOLUTIONS LLP

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Customer Service Team Lead