Cars24 - Team Lead - Customer Experience (3-5 Yrs) Gurgaon/gurugram (after-sales/customer Service) [3 Days Left]

5 days ago


Gurgaon Haryana, India CARS24 SERVICES PRIVATE LIMITED Full time

What will you drive - Lead coach and mentor a team of customer service representatives to achieve performance targets - Monitor daily operations call quality and ensure SLA adherence - Communicate and collaborate effectively with internal and external stakeholders - Optimize funnel conversion at every stage lead to inspection inspection to stock-in etc - Analyze performance metrics generate reports and drive data-backed decision-making - Drive initiatives to improve customer experience and reduce friction across touchpoints - Manage escalations ensure timely resolution and identify process gaps Who are we looking for - Minimum 4 years of call centre experience with at least 1 year in a team lead role - Fluency in at least 3 southern Indian languages Tamil Telugu Kannada Malayalam - Strong communication and interpersonal skills - Proven experience in stakeholder management and cross-functional coordination - Hands-on experience in funnel management and performance tracking - Excellent data analysis and reporting skills Excel dashboards CRM tools - High customer orientation and problem-solving mindset ref updazz com



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