Customer Service Team Lead

1 week ago


Bengaluru, Karnataka, India Skylar Consultancy Full time
About Skylar Consultancy

We are a dynamic consulting firm seeking an exceptional Customer Support Executive to spearhead our customer service operations. This role requires strategic leadership, effective communication, and a passion for delivering top-notch customer experiences.

The ideal candidate will be responsible for managing a team of representatives, overseeing the customer service process, resolving complaints, creating policies, planning training, and monitoring staff performance.

  • Main Responsibilities:
  • Manage a team of representatives offering customer support.
  • Oversee the customer service process.
  • Resolve customer complaints brought to your attention.
  • Create policies and procedures.
  • Plan the training and standardization of service delivery.
  • Select and hire new staff.
  • Monitor the work of individual representatives and of the team.
  • Conduct quality assurance surveys with customers and provide feedback to the staff.
  • Possess excellent product knowledge to enhance customer support.
  • Maintain a pleasant working environment for your team.
Requirements
  • A bachelor's degree in administration or a related field.
  • A minimum of 3 years experience in customer service management.
  • Excellent interpersonal and written and oral communication skills.
  • Ability to lead a team.
  • Knowledge of CRM systems.
  • Computer skills.
  • Knowledge of mediation and conflict resolution techniques is preferable.
What We Offer
  • Salary: ₹300,000 - ₹340,000 per annum.
  • Location: Koramangala.
  • Work Arrangement: Rotational shifts and rotational off (Female candidates can work from home).
  • Benefits: Excellent English and Hindi language skills, opportunities for professional growth and development.


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