Strategic Customer Service Team Lead
1 week ago
We are seeking a highly motivated and experienced Strategic Customer Service Team Lead to supervise and guide a team of customer service representatives at Work Store Limited.
Key Responsibilities:- Lead, coach, and mentor a team of customer service representatives to deliver outstanding service to our customers.
- Monitor and assess the performance of team members, providing regular feedback and setting performance goals.
- Ensure that customer interactions meet established quality standards and compliance requirements.
- Assist team members in resolving complex customer inquiries or issues, escalating as necessary.
- Coordinate training sessions and provide ongoing training to team members to enhance their skills and knowledge.
- Generate and analyze performance metrics and KPIs to identify areas for improvement and implement corrective actions.
- Collaborate with the Customer Service Manager to identify and implement process improvements to enhance efficiency and customer satisfaction.
- Gather and analyze customer feedback to identify trends and opportunities for service improvement.
- Bachelor's degree or equivalent experience.
- Proven experience in a customer service role, with at least 1 year of supervisory or team lead experience.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and the ability to handle challenging customer situations.
- Proficiency in using customer service software and tools.
- Ability to work in a fast-paced and dynamic environment.
- Leadership skills, including the ability to motivate and inspire a team.
- Analytical mindset with a focus on data-driven decision-making.
- Customer-centric approach with a passion for delivering exceptional service.
- Flexibility to work occasional evenings or weekends as needed.
The successful candidate will be rewarded with an attractive salary range of ₹900,000 - ₹1,100,000 per annum, depending on location and experience. The position is located in Mahalaxmi - Worli, Mumbai.
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