Team Lead - Customer Care Center

Schindler

3 - 6 years

4 - 8 Lacs

mumbai

Posted:2 hours ago| Platform:

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Skills Required

customer care marketing service delivery customer service customer care call center sales communication skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

Team Lead - Customer Care Center

Your main responsibilities

Receive and dispatch customer calls using the Company system and following defined Call Center processes.
Maintain and display a professional decorum in all dealings with customers and Existing Installations team.
Follow the defined escalation process ensuring that all calls or customer complaints are handled effectively.
Review and respond to all special condition indications regarding a customer, a contract or equipment.
Handle all calls from Tele-alarm and Tele-monitoring devices, where installed, ensuring the appropriate service delivery according to the contract conditions.
Ensure fast response to incoming calls from customer and immediate action taken.
Monitor accuracy and systematic recording of callback details of breakdown entries.
Provide guidance and train direct reporting staff on telephone etiquette.
Compile Service Performance reports to measure the achievement on Service Level Agreements.
Provide support on Key Account Reporting.

What you bring

Expertise Desired experience and understand of customer service sales environment.
Knowledge and Skills Desired elevator product, market and industry knowledge, Communication skills, IT skills, English skills.
Customer oriented behavior. Schindler Leadership Framework behaviors required.
Education Desired completed university education in business or marketing major.

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