Customer Service Team Lead

3 weeks ago

Mumbai, India Work Store Limited Full time

Dear Folks, We are looking for Customer Service Lead, Following are the details -


Department -Customer Service

Designation - TL : CS

Years of exp - 4+ years

Location - Mahalaxmi - Worli, (Mumbai Candidates only apply)


As a Team Lead - Customer Service, you will be responsible for supervising and guiding a team of customer service representatives to ensure the highest level of customer satisfaction. You will work closely with the Customer Service Manager and play a key role in maintaining and improving our customer support operations.

Job Description:

Team Leadership: Lead, coach, and mentor a team of customer service representatives to deliver outstanding service to our customers.

  1. Performance Management: Monitor and assess the performance of team members, providing regular feedback and setting performance goals.
  2. Quality Assurance: Ensure that customer interactions meet established quality standards and compliance requirements.
  3. Customer Issue Resolution: Assist team members in resolving complex customer inquiries or issues, escalating as necessary.
  4. Training and Development: Coordinate training sessions and provide ongoing training to team members to enhance their skills and knowledge.
  5. Reporting: Generate and analyze performance metrics and KPIs to identify areas for improvement and implement corrective actions.
  6. Process Improvement: Collaborate with the Customer Service Manager to identify and implement process improvements to enhance efficiency and customer satisfaction.
  7. Customer Feedback: Gather and analyze customer feedback to identify trends and opportunities for service improvement.
  8. Team Collaboration: Foster a positive and collaborative team environment, promoting open communication and teamwork.

Adherence to Policies: Ensure that team members adhere to company policies and procedures

Top of Form

Key Requirements:

  1. Bachelor's degree or equivalent experience.
  2. Proven experience in a customer service role, with at least 1 years of supervisory or team lead experience.
  3. Excellent communication and interpersonal skills.
  4. Strong problem-solving abilities and the ability to handle challenging customer situations.
  5. Proficiency in using customer service software and tools.
  6. Ability to work in a fast-paced and dynamic environment.
  7. Leadership skills, including the ability to motivate and inspire a team.
  8. Analytical mindset with a focus on data-driven decision-making.
  9. Customer-centric approach with a passion for delivering exceptional service.
  10. Flexibility to work occasional evenings or weekends as needed.


Interested candidates can share there update resume on nikita.gadekar@workstore.in

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