Customer Support Leader

Responsibilities:

We are looking for an experienced Team Leader in Customer Service to provide excellent

customer service and to promote this idea throughout the organisation. The goal is to keep

the department running in an efficient and profitable manner, to increase customer

satisfaction, loyalty and retention and to meet their expectations.

Team Lead - Customer Service responsibilities include:

Improving customer service experience, create engaged customers and facilitate organic

growth

Taking ownership of customers issues and following problems through to resolution

Setting a clear mission and deploying strategies focused towards that mission

Responsibilities

Develop service procedures, policies and standards

Supervising day-to-day operations in the customer service department.

Responding to customer service issues in a timely manner.

Keep accurate records and document customer service actions and discussions

Analyse statistics and compile accurate reports

Recruit, mentor and develop customer service agents and nurture an environment where

they can excel through encouragement and empowerment

Keep ahead of industry’s developments and apply best practices to areas of improvement

Control resources and utilise assets to achieve qualitative and quantitative targets

Adhere to and manage the approved budget

Maintain an orderly workflow according to priorities

Requirements and skills

Proven working experience as a Team Lead/SME/Sr Customer care Executive

Experience in providing customer service support

Excellent knowledge of management methods and techniques

Proficiency in English& Hindi

Working knowledge of customer service software, databases and tools

Awareness of industry’s latest technology trends and applications

Ability to think strategically and to lead

Strong client-facing and communication skills

Advanced troubleshooting and multi-tasking skills

Customer service orientation

Audits customer service procedures and trends and determines system improvements.

Enforces company policies and procedures.

Determines customer service requirements by maintaining contact with customers and

visiting operational environments.

Updates job knowledge by participating in educational opportunities, maintaining personal

networks, and participating in professional organizations.

Education and Skills

Bachelor degree in business administration or relevant field.

A minimum of 5 years of proven experience in a customer service position.

Proficiency in Microsoft Office and customer service software.

Outstanding written and verbal communication skills.

Good understanding of management practices and techniques.

Excellent leadership and interpersonal skills.

Mandatory – Hindi Speaking