Customer Service Team Lead

4 days ago

Yamunanagar Faridabad Panipat, India beBeeCustomerService Full time US$ 90,000 - US$ 1,20,000
Job Overview

This role oversees teams of customer service associates who handle inquiries and problems via phone and/or email.

  • Ensures adherence to service level standards and company policies.
  • Delivers professional and courteous customer support services.
  • Ensures adequate phone coverage, including scheduling changes.
  • Acts as an escalation point for resolving complex customer issues.
Key Responsibilities

The ideal candidate will:

  • Evaluate the quality of customer service associate calls.
  • Communicate with clients, vendors, and other departments.
  • Coordinate customer service activities with internal functions.
  • Track and report contact center performance against objectives.
Requirements

To succeed in this role, you will need:

  • Considerable knowledge of the company's products and services.
  • Excellent customer service skills.
  • Effective communication and problem-solving skills.
  • Able to lead and manage large teams.
  • Familiarity with workforce management practices and tools.
What We Offer

This position offers opportunities for growth and development, including:

  • Performance appraisals and disciplinary actions.
  • Hiring and interviewing candidates.
  • Coaching and mentoring team members.
Education and Experience

We are seeking candidates with:

  • A bachelor's degree or equivalent experience.
  • Demonstrated problem-solving and decision-making skills.
  • Effective people skills and sensitivities.

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