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Customer Service Team Lead

1 month ago

Bhopal, Madhya Pradesh, India Five S Digital Full time
Job Description

As a key member of the Five S Digital team, the Customer Support Executive will be responsible for delivering exceptional customer experiences through our chat platform.

Key Responsibilities:
  1. Customer Service: Handle customer queries and complaints in a professional and empathetic manner, ensuring a high level of customer satisfaction.
  2. Team Management: Lead and manage a team of customer support representatives, providing guidance and training to ensure excellent service delivery.
  3. Process Oversight: Oversee the customer service process, identifying areas for improvement and implementing changes to enhance the customer experience.
  4. Complaint Resolution: Resolve customer complaints in a timely and effective manner, ensuring that issues are resolved to the customer's satisfaction.
  5. Policies and Procedures: Develop and implement policies and procedures to ensure consistency and quality in customer service delivery.
  6. Training and Development: Plan and deliver training programs to improve the skills and knowledge of customer support representatives.
  7. Hiring and Performance Management: Select and hire new staff, and manage their performance to ensure high levels of customer satisfaction.
  8. Quality Assurance: Conduct quality assurance surveys to monitor customer satisfaction and provide feedback to the team.
  9. Product Knowledge: Possess excellent product knowledge to provide accurate and helpful responses to customer queries.
  10. Team Environment: Maintain a positive and supportive team environment, fostering a culture of excellence and customer satisfaction.