Customer Service Team Lead

5 hours ago

Delhi, Delhi, India beBeeCustomerService Full time ₹ 30,00,000 - ₹ 50,00,000

Job Overview

We are seeking an experienced leader to manage our customer service team in the state, overseeing end-to-end queries, requests, and complaint management.

  • Lead a team of customer service professionals, ensuring prompt resolution of customer complaints and escalations specific to the state/region.
  • Drive cross-selling and up-selling initiatives, as well as run special campaigns aligned with business objectives.
  • Foster a customer-centric approach, focusing on retention and satisfaction.
  • Collaborate with other departments to deliver seamless customer experiences.
  • Address regulatory authority complaints and maintain accurate MIS and dashboards.
  • Mentor and develop team members to enhance their performance.
  • Support the implementation of customer service special projects.

Key Skills and Qualifications

  • Excellent communication skills in English and local language.
  • Strong listening skills.
  • Analytical and problem-solving abilities.
  • In-depth market and system knowledge.
  • Product expertise - HL/LAP/Business Loan.
  • Proficiency in computer applications, including email, Word, Excel, PowerPoint, and digital platforms.

Education and Experience

  • Graduate or postgraduate degree with a strong academic background.
  • A minimum of 8 years of experience in customer-facing roles, preferably in banking or NBFC sectors.
  • Proven experience in handling customer inquiries through various channels is desirable.
  • Team leadership experience is essential.

Benefits

  • Opportunity to work in a dynamic environment with a focus on customer satisfaction.
  • Chance to develop leadership skills and mentor a team.
  • Competitive compensation and benefits package.

Others

  • Work-life balance and opportunities for growth and development.

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