Customer Service Team Lead

Role: Lead – Customer Service Representative

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

Working Days: 6 days working

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.

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.