Customer Service Team Leader

Company Description

Allianz Partners is a global leader in B2B2C insurance and assistance, providing innovative solutions in international health and life insurance, travel insurance, automotive, and assistance services. With operations in 75 countries and a team of 21,100 employees speaking 70 languages, Allianz Partners ensures world-class support to over 71 million cases annually. The company integrates cutting-edge technology with personalized services to deliver excellence through renowned brands like Allianz Assistance, Allianz Automotive, Allianz Travel, and Allianz Care. As a member of the Allianz Group, Allianz Partners is proud to be the Worldwide Insurance Partner of the Olympic and Paralympic Movements.

Role Description

This is a full-time on-site role for a Customer Service Team Leader at our Gurgaon location. The Customer Service Team Leader will oversee daily operations, mentor and manage a team of customer service representatives, and ensure high levels of service quality and satisfaction. The role requires monitoring team performance, resolving customer inquiries and escalations, providing training and development support to the team, and meeting service level agreements (SLAs). The position involves collaboration with cross-functional teams to improve processes and contribute to overall operational efficiency.

Qualifications

• Strong leadership and team management skills, with experience in guiding and mentoring customer service teams.
• Proficiency in communication and interpersonal skills, with the ability to handle customer inquiries and escalations professionally.
• Experience in customer relationship management and a strong understanding of delivering exceptional customer service.
• Analytical and organizational skills to monitor team performance and meet service level agreements (SLAs).
• Familiarity with customer service tools and platforms; ability to use technology for process improvement.
• Minimum of a bachelor's degree in Business Administration, Communications, or a related field is preferred.
• Experience in the insurance, travel, or assistance industries is a plus.
• Ability to work in an on-site role based in Gurgaon, with flexibility for occasional extended hours as required.