Customer Service Team Lead

2 days ago

Bengaluru, Karnataka, India beBeeCustomerService Full time ₹ 30,00,000 - ₹ 50,00,000

Job Summary

The Customer Service Team Lead will oversee a 24/7 customer support center, ensuring seamless coordination across all divisions.

Key Responsibilities
  • Lead and manage a team handling complaints, roadside assistance, escalations, and general inquiries.
  • Monitor team performance using KPIs (response time, resolution rate, CSAT) and drive continuous improvement.
  • Identify training needs and conduct regular upskilling sessions.
Leadership and Shift Management

Ensure optimal staffing and shift rotations to maintain uninterrupted service. Foster a culture of exceptional customer service within the team.

Roadside Assistance Operations

Manage third-party vendors to ensure SLA adherence and service quality. Collaborate with field teams for timely and effective resolution.

Complaints Resolution

Oversee the end-to-end handling of product-related complaints. Coordinate with division teams for timely and effective resolution.

General Inquiry Management

Supervise accurate and timely responses to customer queries. Maintain a centralized knowledge base to support agents.

Escalation Handling

Ensure prompt acknowledgment and resolution of escalation emails. Conduct root cause analysis to identify recurring issues and implement corrective actions.

Performance Metrics

Maintain real-time dashboards for RSA, complaints, and inquiries. Generate and present periodic performance reports with actionable insights.

Quality Assurance

Implement quality monitoring programs to ensure service consistency. Ensure adherence to regulatory standards and internal policies.

Contingency Planning

Develop and maintain emergency response protocols for service disruptions. Regularly update contingency plans for high call volumes, system outages, etc.

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