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Avi Appliances
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Team Lead - Call Centre & CRM

Team Lead - Call Centre & CRM

Avi Appliances

4 - 5 years

1 - 4 Lacs

Ahmedabad

Posted:1 week ago| Platform:

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Skills Required

Outbound Team management PDF Appliances Renewable energy Staffing Customer satisfaction HTML Customer service CRM

Work Mode

Work from Office

Job Type

Full Time

Job Description

Team Lead Call Centre & CRM AVI Renewable Energy Pvt Ltd (AVI Appliances) Team Lead Call Centre & CRM

Role:

Team Leader Outbound and Inbound Customer Service

Location:

Ahmedabad (Initially Saraspur and in 6 9 months Ashram Road)

Experience:

Total experience at least 4 to 5 years with proven experience as a team leader of at least 1 to 2 years in a customer service environment, preferably in a call center.

Remuneration:

Competitive salary package based on experience and qualifications.

Responsibilities:

Customer Service:

Establish, implement and oversee inbound and outbound customer service operations.

Handle escalated customer inquiries and complaints promptly and effectively.

Ensure that customer service representatives adhere to company policies and procedures.

Monitor and analyze customer satisfaction metrics.

Identify areas for improvement and implement changes to enhance customer experience.

Team Management:

Recruit, hire, train, and develop customer service representatives.

Provide ongoing coaching, mentoring, and performance feedback.

Motivate and inspire the team to achieve high performance standards.

Manage team schedules and ensure adequate staffing levels.

Prepare and submit regular reports on team performance, and customer satisfaction.

Analyze data to identify trends and make informed recommendations.

Required Candidate Profile:

Strong leadership, communication, and interpersonal skills.
Ability to manage multiple tasks and prioritize effectively.
Proficiency in using customer relationship management (CRM) software and other relevant tools.
Excellent problem-solving, decision-making skills and strong understanding of KPIs of a call center.

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Team Lead - Call Centre & CRM