Senior Customer Care Executive

Job Title Customer Care Team Leader TL Location Panchkula Job Type Full-time Job Overview We are looking for a highly motivated Customer Care Team Leader TL with 3 years of experience in managing customer service teams The ideal candidate will be experienced in handling customer queries through multiple channels call and chat leading a team of customer care professionals and ensuring high customer satisfaction Proficiency in making reports and handling Excel data is also key to this role Key Responsibilities 1 Customer Interaction Management Handle customer inquiries and concerns through call and chat platforms ensuring prompt clear and helpful communication Resolve complex customer issues ensuring the customer s needs are met effectively and professionally Maintain a positive empathetic and professional attitude toward customers at all times 2 Team Leadership Supervision Lead and manage a team of customer care representatives ensuring adherence to quality standards and service level agreements SLAs Provide day-to-day guidance and support to team members offering training and coaching to improve their performance and customer handling skills Monitor team performance and assist with complex or escalated queries ensuring high-quality resolutions 3 Performance Monitoring Reporting Generate detailed reports on team performance using Excel e g tracking metrics like call chat volume response time customer satisfaction Analyze customer service data to identify areas for improvement and implement strategies to increase efficiency and quality Track and report on KPIs like First Call Resolution FCR customer satisfaction CSAT and response times 4 Customer Satisfaction Focus Ensure the team delivers exceptional service leading to high customer satisfaction and loyalty Continuously monitor and improve service delivery to meet customer expectations and ensure that feedback is taken into account for service improvements Work with the management team to address and resolve customer satisfaction issues 5 Escalation Management Handle and resolve escalated customer complaints and issues in a calm and efficient manner Serve as the final point of contact for complex or high-priority customer issues ensuring prompt resolution 6 Process Improvement Compliance Collaborate with other departments to identify process improvements and recommend best practices for improving customer interactions Ensure that all customer service procedures are followed and that compliance with company policies and quality standards is maintained 7 Team Engagement Motivation Foster a positive work environment ensuring the team stays motivated and engaged Recognize and celebrate team achievements to maintain morale and encourage continuous improvement Qualifications Experience Minimum of 3 years in customer service with at least 1-2 years of leadership or supervisory experience Education Bachelor s degree in Business Communications or a related field preferred Strong experience in handling customer interactions via call and chat platforms Proficient in Microsoft Excel and experience in creating and analyzing customer service reports Exceptional communication problem-solving and conflict-resolution skills Ability to manage and guide a customer service team while ensuring high standards of service Customer-focused mindset with a passion for delivering excellent service Job Types Full-time Permanent Pay 10 000 00 - 24 558 63 per month Work Location In person Speak with the employer 91 9218077440