Team Lead - Customer Service Management / Upselling

Aimlay

3 - 7 years

0 Lacs

delhi

Posted:5 days ago| Platform: Shine logo

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Skills Required

customer service management upselling issue resolution upselling coaching communication interpersonal skills leadership analytical skills csat scores customer escalations work order processing accuracy efficiency crossselling problemsolving motivation decisionmaking

Work Mode

On-site

Job Type

Full Time

Job Description

Role Overview: As a Team Lead in Customer Service Management / Upselling at the Edtech company, your primary responsibility is to lead a team of customer service representatives. Your role focuses on ensuring high CSAT scores, efficient issue resolution, and meeting performance targets. You will also handle customer escalations and complex issues, providing timely resolutions and contributing to team goals. Additionally, you will oversee work order processing for accuracy and efficiency, as well as identify opportunities for upselling or cross-selling products/services and coach team members to do the same. Key Responsibilities: - Lead and manage a team of customer service representatives - Handle customer escalations and complex issues - Oversee work order processing for accuracy and efficiency - Identify opportunities for upselling or cross-selling - Ensure excellent customer service is delivered through multiple channels Qualifications Required: - Experience in customer service leadership or management roles - Excellent communication, interpersonal, and problem-solving skills - Ability to lead and motivate a team - Strong analytical and decision-making skills Join the Edtech company in their mission to provide outstanding customer service and drive revenue through effective upselling and cross-selling strategies.,

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