Customer Experience Team Lead

2 weeks ago


Coimbatore, Tamil Nadu, India Bosch Full time
Job Description

As a Customer Experience Team Lead at Bosch, you will be responsible for leading a critical and time-sensitive Technical/Non-Technical support services team that handles both inbound and outbound calls.

Key Responsibilities:

  • Obtain and evaluate all relevant data to handle complaints and inquiries
  • Record details of comments, inquiries, complaints, and actions taken
  • Manage administration, communication, and coordination with internal departments
  • Flexible and willing to work on shifts – 24/7 customer support
  • Lead and motivate a Contact Centre team to optimum performance levels to achieve agreed targets contributing to the company's objectives
  • Provide clear and concise direction, support, and guidance to the team through effective coaching, leadership, and setting of SMART objectives
  • Manage performance through regular, effective reviews, addressing performance issues according to the company's policies and procedures
  • Conduct development reviews and recommend training and development plans
  • Deliver all departmental KPIs, achieving set targets and objectives within the inbound, all ancillary areas, outsource, and overflow services
  • Challenge processes and procedures, identify, and implement improvements to enhance the customer experience or improve operational efficiency
  • Build effective relationships with other teams and departments. Communicate all information clearly and in a timely manner
  • Act as a role model to others while striving to achieve high standards of performance and customer service
  • Ensure full adherence to the company's Health & Safety policy and procedures

Requirements:

  • Bachelor's degree in computer science or any relevant science field
  • 8 to 9 years of experience in Customer Support or Multi-Lingual Campaigns
  • People Management skills
  • Good working knowledge of MS Office tools
  • MS Excel - Advanced
  • MS PowerPoint – Advanced
  • Power BI – Nice to have
  • Multi-Lingual ability is a must
  • English: Excellent verbal and written communication skill
  • Hindi: Excellent verbal communication skill
  • Kannada/Tamil: Excellent verbal communication skill
  • Any other Indian regional language knowledge is a nice to have


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