Lead Customer Experience Manager

4 days ago

Nellore, Andhra Pradesh, India beBeeCustomer Full time ₹ 15,00,000 - ₹ 20,00,000

**Job Title:** Customer Service Team Lead

Job Description:

We are seeking a highly skilled and experienced professional to lead our customer support team. The ideal candidate will drive excellent customer service, monitor performance, coach team members, and ensure they have the right tools and resources to succeed in a positive work environment.

The successful candidate will be responsible for managing and leading a team of customer support representatives, ensuring exceptional customer service by monitoring calls, emails, and chat interactions, and providing feedback and coaching to team members.

Key Responsibilities:
  • Manage and lead a team of customer support representatives.
  • Ensure that the team provides exceptional customer service by monitoring calls, emails, and chat interactions and providing feedback and coaching to team members.
  • Develop and implement processes and procedures to improve the efficiency and effectiveness of the customer support team.
  • Analyze customer feedback and identify areas for improvement in the customer support process.
  • Identify opportunities to improve customer experience and work with the team to implement solutions.
  • Motivate and encourage the team to achieve their targets and goals.
  • Ensure that the team is up to date with the latest product and service information.

Required Skills and Qualifications:
  • Minimum of 8 to 10 years of experience in a customer support or customer service role, with at least 5 years of experience in a leadership or supervisory role.
  • Excellent communication skills, both written and verbal.
  • Strong interpersonal skills.
  • Strong problem-solving skills and ability to make decisions under pressure.
  • Ability to work in a fast-paced environment and manage multiple tasks and priorities.
  • Experience with customer support software and tools.
  • Ability to analyze data and make data-driven decisions.

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