Customer Service Team Lead

1 week ago

Mumbai, Maharashtra, India The Nielsen Company Full time
Job Overview
The Nielsen Company is seeking a highly skilled Customer Service Team Lead to oversee the operations of our Customer Care team. This individual will be responsible for monitoring ticket resolution times and responses to our customers, ensuring staff are well-trained, and work is equally distributed.

Key Responsibilities:
* Monitor customer activity, metrics, communications, and documentation to ensure service levels and escalate continuous improvement
* Align to and contribute to global department processes and procedures
* Utilize various metrics to improve customer satisfaction and service
* Provide knowledge support to staff and customers for products, service levels, escalated issues, organization, workflow/procedures, and tools across supported regions
* Distribute staff workloads, including customer accounts, projects, and training assignments
* Administer attendance, coverage, and time punches
* Actively manage employee performance, onboard, coach, motivate, develop, and reward staff, identify training needs, and conduct regular performance evaluations
* Ensure process consistencies in operational development and execution
* Establish SMART goals and objectives and help the team achieve them
* Administer Zendesk, Community/Portal, Gmail, and other tools for Customer Care
* Act as a department liaison to other functional teams, especially Customer Care In-Market teams and technical account managers
* Conduct Zendesk and other inter- and intradepartmental training as needed

Requirements:
* Bachelor's degree in technology, business, or a related field preferred; equivalent working experience considered
* Minimum 7 years in a customer-facing role; supervisory experience a plus
* Experience managing accounts, a strong individual contributor a plus
* Experience handling APAC region and multiple product vertical clients a plus
* Strong leadership skills, able to champion change, foster teamwork, develop high performers, and cultivate a positive and professional work environment
* Detail-oriented with proven organizational and time management skills, able to multitask, prioritize, and delegate appropriately
* Proven problem-solving and technical trouble-shooting skills
* Excellent communication skills with an approachable style and ability to work as part of a global team
* Excellent English language skills written and verbal
* Results-driven management style
* Ability to handle conflict effectively
* Experience with data analysis and commonly used data formats, communications protocols, and related tools: XML, CSV, FTP, API, Excel, etc.
* Experience with Zendesk or comparable CRM in a customer service capacity, reporting, and admin experience a plus
* Occasional travel required

What We Offer:
* Competitive salary range $80,000 - $110,000 per year, depending on location and experience
* Opportunities for career growth and professional development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance

About Us:
The Nielsen Company is a leading global information and measurement company serving the media and advertising industries. Our mission is to provide the most accurate and reliable measurement and analytics solutions to help our clients succeed in today's fast-paced media landscape.

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