Shaadi.com hiring For Team Lead- Customer Service - Lucknow

People Group

2 - 7 years

3 - 7 Lacs

bengaluru

Posted:3 hours ago| Platform:

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Skills Required

team handling renewals csat upsell customer experience customer satisfaction net promoter score customer retention shrinkage customer operations aht attrition

Work Mode

Work from Office

Job Type

Full Time

Job Description

Shaadi.com hiring for Team Leader - Lucknow Location

Role

What you will do in this role

Manage post-sales experience and service of premium members of Shaadi SELECT.
Mentor and develop the team.
Effectively manage shift operations.
Strong Knowledge and Experience on Operational Metrics. (CSAT, AHT, Shrinkage, Quality scores, maintaining SLA, Attrition management).
Handling Escalation calls of Customers.
Track Customer Satisfaction & ensure closure of complaints.
Strong Rapport building skills with Team & stakeholders, manage attrition in the team.
Evolve more effective work process for improving customer interactions.
Constantly monitor & review performance metrics for achievement of objective.
To effectively manage Contact Centre operations for constant performance achievements.
Identify relevant training needs of agents & ensure effective implementation.
Interface with IT/HR/ Training/Quality in order to improve the teams Performance.

What you should have

4 years experience developing the above skills.
Experience must include tele-marketing job.
Should be familiar with effective objection handling.
Extremely detail oriented and ability to organize.
Bachelors Degree.

Total Exp - Not more than 6 years

Preferred - Some Experience in Sales in Past would be an Advantage

5 Days Working

(2 Rotational Week off)

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