Customer Service Team Lead

2 weeks ago

Mohali Panchkula, India beBeeCustomerService Full time

Job Title: Customer Service Team Lead

About the Role

The Customer Service Team Lead plays a pivotal role in enhancing customer satisfaction and loyalty by providing proactive query resolution. The ideal candidate will focus on setting up service quality procedures, standards for the team, and deploying strategies to achieve excellent customer service.

This role requires effective management of employee morale and engagement levels to drive organizational objectives. The incumbent must promote a culture of customer centricity, improving customer experience, engaging customers, and facilitating organic growth.

Main Responsibilities:

  • Manage a team of customer service managers handling inbound channels and correspondence branches.
  • Provide exceptional customer service and foster a customer-centric environment.
  • Ownership of customer issues with proactive resolution.
  • Develop service procedures, policies, and standards.
  • Analyze MIS, enhance productivity, and maintain accurate records of customer service actions.
  • Recruit, mentor, and develop customer service resources.
  • Maintain an orderly workflow according to priorities.

Key Requirements:

  • Excellent leadership and communication skills.
  • Ability to analyze and resolve complex customer issues.
  • Strong organizational and time management skills.
  • Experience in customer service or related field.
  • Certifications or qualifications in customer service management.

Benefits:

  • Ongoing training and development opportunities.
  • Collaborative and dynamic work environment.
  • Opportunities for career advancement.
  • A competitive salary and benefits package.

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