Lead Customer Service (For Well known MNC)

7 - 12 years

15 - 18 Lacs

Posted:3 days ago| Platform: Naukri logo

Apply

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

  • SLA design & ownership: Define, agree, and track SLAs/OLAs across enquiries, registrations, objections, billing queries, and contract notifications.
  • Team build & leadership: Hire, coach, and schedule the CS team; establish playbooks and coverage for UK hours.
  • Quality & CX: Create a customer service index/scorecard; implement QA checks, call/email standards, and feedback loops into Ops and Product.
  • Knowledge & training: Draft FAQs, process guides, and training materials; run onboarding and refresher sessions with SMEs and IT.
  • Tools & workflows: Partner with IT to refine ticketing/CRM queues, automation, and reporting.
  • Gas readiness: Stand up parallel processes for Gas at go-live, aligned with compliance requirements.

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview
cta

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.

Job Application AI Bot

Job Application AI Bot

Apply to 20+ Portals in one click

Download Now

Download the Mobile App

Instantly access job listings, apply easily, and track applications.

coding practice

Enhance Your Skills

Practice coding challenges to boost your skills

Start Practicing Now
Careerlink Consultants logo
Careerlink Consultants

Staffing and Recruiting

pune Maharashtra

RecommendedJobs for You