CARS24 - Team Lead - Customer Experience (3-5 yrs)

1 week 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.

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