Customer Service Team Lead

Role: Team Lead – Customer Service Representative

Location: Powai, Mumbai (https://goo.gl/maps/7f4PtpTeRnjQXdpH6)

Working Days: 6 days working (Rotational week off)

Job Description:

The Customer Service Lead is responsible for overseeing the daily operations of the customer service team, ensuring excellent customer service is delivered at all times. This role involves managing a team of customer service representatives, handling escalated customer issues, implementing service improvement strategies, and ensuring that company policies and procedures are followed.

Job Responsibilities:

 Supervise and lead a team of customer service representatives.

 Efficiently handle and resolve customer escalations, complaints, issues, and concerns to ensure customer satisfaction.

 Conduct regular performance evaluations and provide constructive feedback.

 Schedule and manage shift allocations to ensure coverage.

 Provide assistance and guidance to team members in resolving complex customer issues.

 Ensure a high level of customer satisfaction and maintain a positive company image.

 Recommend and implement process improvements to enhance service delivery.

 Flexibility to work in shifts, including evenings, weekends, and holidays as required.

Eligibility:

 Bachelor’s Degree or equivalent.

 Minimum of 3-5 years of experience in a customer service role, with at least 1-2 years in a supervisory or lead position. Experience in Healthcare/BPO sector is a plus.

Skills:

 Proficient in using customer relationship management (CRM) software and other relevant tools.

 Good knowledge of Microsoft Office Suite (Word, Excel, Outlook, etc.) or google suite.

 Strong leadership and team management skills.  Excellent communication and interpersonal skills.

 Strong problem-solving and conflict resolution abilities.  Ability to multitask and manage time effectively.

 Detail-oriented with strong organizational skills.

About Truemeds:

Our vision is to make healthcare affordable and accessible to all. We are a technology-driven, telehealth platform that aims to reduce healthcare expenses multifold and improve healthcare outcomes by democratizing medicine purchases in India. Truemeds is able to recommend best value medicines from top 30 pharma brands in India to customers with precise scientific matching and outcomes history leading up to 70%+ savings for customers! No one should have to choose between their health and their healthcare costs. With this vision - we aim to make healthcare affordable and accessible to all. We are a technology driven, tele-health platform that aims to reduce healthcare expenses and improve healthcare outcomes by democratising medicine purchase in India. We aim to become the go-to epharmacy for the “Smart consumer” to go for best value medicines.

Top links - https://www.youtube.com/watch?v=D3Fb4K-m_14 https://www.moneycontrol.com/news/trends/truemeds-aims-to-become-household-namefor-medicines-at-true-prices-founders-8444131.html https://yourstory.com/2022/04/funding-healthtech-startup-truemeds-22m-series-bwestbridge-capital/amp Kindly note that this will be a Work form Office Opportunity