Job Description
Role Overview:
As a Team Leader of the Customer Support and Service team, you will play a crucial role in managing post-sales experience and membership renewal for personalized customers. Your primary responsibility will be to mentor and develop your team to meet service metrics guidelines and retain customers through exceptional communication and problem-solving skills. You will need to be proactive, patient, and able to work in a high-pressure environment to ensure customer satisfaction and achieve performance objectives.
Key Responsibilities:
- Manage post-sales experience and service of premium members.
- Mentor and develop the team to meet service metrics guidelines.
- Effectively manage shift operations and track operational metrics such as CSAT, AHT, Shrinkage, Quality scores, SLA maintenance, and attrition management.
- Handle escalation calls from customers and ensure closure of complaints.
- Build strong rapport with the team and stakeholders to manage attrition effectively.
- Evolve more effective work processes for improving customer interactions.
- Constantly monitor and review performance metrics to achieve objectives.
- Manage Contact Centre operations for consistent performance achievements.
- Identify training needs of agents and collaborate with IT/HR/Training/Quality teams for effective implementation.
Qualifications Required:
- 3 years of experience in developing the above skills, including tele-marketing.
- Familiarity with effective objection handling.
- Extremely detail-oriented with strong organizational skills.
- Bachelor's Degree in a relevant field.,
As a Team Leader of the Customer Support and Service team, you will play a crucial role in managing post-sales experience and membership renewal for personalized customers. Your primary responsibility will be to mentor and develop your team to meet service metrics guidelines and retain customers through exceptional communication and problem-solving skills. You will need to be proactive, patient, and able to work in a high-pressure environment to ensure customer satisfaction and achieve performance objectives.
Key Responsibilities:
- Manage post-sales experience and service of premium members.
- Mentor and develop the team to meet service metrics guidelines.
- Effectively manage shift operations and track operational metrics such as CSAT, AHT, Shrinkage, Quality scores, SLA maintenance, and attrition management.
- Handle escalation calls from customers and ensure closure of complaints.
- Build strong rapport with the team and stakeholders to manage attrition effectively.
- Evolve more effective work processes for improving customer interactions.
- Constantly monitor and review performance metrics to achieve objectives.
- Manage Contact Centre operations for consistent performance achievements.
- Identify training needs of agents and collaborate with IT/HR/Training/Quality teams for effective implementation.
Qualifications Required:
- 3 years of experience in developing the above skills, including tele-marketing.
- Familiarity with effective objection handling.
- Extremely detail-oriented with strong organizational skills.
- Bachelor's Degree in a relevant field.,
💡 Quick Summary
Seeking a career-building opportunity? The Customer Service Team Lead position is now open for candidates interested in the Customer Care sector. This role in Lucknow offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care is a plus.