Customer Support Team Lead

About us:

Mosaic Wellness

Man Matters

beard, performance and nutrition concerns by offering personalized treatment plans and access to expert doctors and health coaches.

Be Bodywise

solutions and doctor consults across concerns for hair, face, body, pcos, sleep and nutrition.

Little Joys

Role Summary:

Responsible for the service delivery to the customers (Internal &External), sets and achieves the departmental goals and results by using best

practice leadership and management principles and ensuring adherence to organizational procedures, policies, and systems.

Core Responsibilities:

• Develop and manage key performance indicators; communicate out performance and process improvements based on fact-based business intelligence.
• Identify, develop, and drive plans to ensure the Customer happiness team is meeting all performance related metrics (e.g. – Csat, FCR, Resolution time, Query% Reduction, Escalations etc.).
• Responsible for creating and delivering the Inhouse CHT performance reports; collecting, analyzing, and summarizing data, identifying trends and creating appropriate action plans.
• Monitor and track the Social media performance with respect to FRTs, Csat, Escalations and Quirky/Crips responses.
• Coordinate with Logistic, Doctor Team & Tech for the closure of the cases.
• Drive Customer Delight projects and re-engineer the SOPs.
• Drive a comprehensive “Voice of the Customer” strategy and define methods to align VOC insights with in-depth customer analyses in order to better understand and predict consumer behavior.
• Participate in daily & weekly meetings, address key performance concerns, and follow up on action the action plans to drive the performance.
• Knowledge management for the team and quality control.
• Innovate, design, develop, and implement processes, systems, and technology to support and
• enhance the process.
• Supervise and work closely with the LOB team to monitor performance and resolve ops issues.
• Ensuring continuous adherence to existing guidelines on various aspects of delivery, response to internal clients, mail etiquettes.
• Organize and coordinate the training programs for new hires and refresher customer service training programs.
• Work with Inhouse Supervisors & Team members to ensure escalated cases are closed on priority and learnings are implemented in the SOPs
• Develop SOP and Ops Excellence framework.
• Apply performance management strategies - action plans, BQ planning

Must Have Competencies:

• A minimum of 4 to 9 years of experience in Customer Service process.
• Overall Experience of 6+ years out of which, minimum 2 years in startup environment.
• Graduate / Diploma (10 + 2 + 3 / 10 + 3)
• Management Certification & Six Sigma
• English skill. Spoken Hindi (neutral accent)
• Working knowledge of Windows 7 (OS) and above
• Telephony Systems like Avaya, Genesys, Exotel etc.
• CRM systems like Salesforce, Microsoft Dynamic etc.
• Knowledge of BOT or Automation in Chat and Calls.