Customer Experience Team Leader
2 weeks ago
Job Title: Customer Experience Team Leader
Job Summary:
As a Customer Experience Team Leader at the Bosch Group, you will be responsible for leading a team of customer support specialists to deliver exceptional customer service and satisfaction. Your primary goal will be to achieve excellent standards of customer service and satisfaction through effective personal customer relations skills.
Key Responsibilities:
- Obtain and evaluate all relevant data to handle complaints and inquiries
- Record details of comments, inquiries, complaints, and actions taken
- Manage administration, communication, and coordination with internal departments
- Flexible and willing to work on shifts – 24/7 customer support
- Lead and motivate a Contact Centre team to optimum performance levels to achieve agreed targets contributing to the company's objectives
- Provide clear and concise direction, support, and guidance to the team through effective coaching, leadership, and setting of SMART objectives
- Manage performance through regular, effective reviews, addressing performance issues according to the company's policies and procedures
- Conduct development reviews and recommend training and development plans
- Deliver all departmental KPIs, achieving set targets and objectives within the inbound, all ancillary areas, outsource, and overflow services
- Challenge processes and procedures, identify, and implement improvements to enhance the customer experience or improve operational efficiency
- Build effective relationships with other teams and departments. Communicate all information clearly and in a timely manner
- Act as a role model to others while striving to achieve high standards of performance and customer service
- Ensure full adherence to the company's Health & Safety policy and procedures
Requirements:
- Bachelor's degree in computer science or any relevant science field
- 8 to 9 years of experience in Customer Support or Multi-Lingual Campaigns
- People Management skills
- Good working knowledge of MS Office tools
- MS Excel - Advanced
- MS PowerPoint – Advanced
- Power BI – Nice to have
- Multi-Lingual ability is a must
- English: Excellent verbal and written communication skill
- Hindi: Excellent verbal communication skill
- Kannada/Tamil: Excellent verbal communication skill
- Any other Indian regional language knowledge is a nice to have
Additional Information:
- 8-10 Years of Experience
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