Customer Service Team Lead

3 weeks ago

Mumbai, India GRI Club Full time

About the job

We are seeking a dynamic and self-driven Customer Service Team Lead to join our expanding Real Estate sales team. The ideal candidate will have strong B2B sales experience, particularly in managing and growing relationships with mid-market and enterprise clients. In this role at GRI Club, you will be responsible for nurturing existing accounts and identifying opportunities for upselling and cross-selling.

We believe that special relationships cantransform lives, companies and societies.We create bridges where they don’t exist.We connect leaders that drive the socialand economic development of cities andcountries. We generate global opportunities that impact the world.

DO YOUR BEST ALWAYS- In the pursuit of excellence, autonomy and a senseof ownership are our greatest allies. We encourageand value responsibility and initiative, driven by acommitment to deliver excellence in everything wedo, whether in our processes, projects, or careers.Keep in mind that “doing your best” means focusingon achieving the utmost within what is possible atthat moment.

CUSTOMER FOCUS - We anticipate our clients needs, valuing eachone uniquely, prioritizing and understandingtheir realities, preferences, and requirements.This allows us to provide personalized services,with efforts that ensure experiences fostering acustomer-centric culture, continuously seekingimprovements in every interaction

MERITOCRACY - To create a culture of fairness with transparencyand developmental feedback, it is essential torecognize and reward individual performance. Thisencourages continuous learning, excellence, andachievements, promoting an environment wheremerit is attained justly.

RESPECT AND FUN - We value a space where authenticity is celebratedand flexibility is essential, as great results frommoments of fun and respectful interactions.This boosts productivity and strengthens ourcollaboration as a unique team, through mutualrespect and moments of relaxation.

Responsabilities:

Team Leadership and Management: Supervise and motivate the Customer Success team, setting clear goals and providing continuous feedback for professional development.

Customer Engagement: Develop and implement strategies to increase engagement and satisfaction among members, ensuring they fully benefit from their membership.

Customer Relationship Management: Cultivate strong relationships with members, acting as the primary point of contact and ensuring their needs are met effectively and promptly.

Customer Onboarding: Coordinate and execute an efficient and welcoming onboarding process for new members, ensuring they understand and utilize all available tools and resources.

Data Analysis and Reporting: Monitor and analyze customer success metrics to identify trends, improvement opportunities, and report results to senior leadership.

Innovation and Continuous Improvement: Stay attuned to market trends and best practices in Customer Success to implement innovations that enhance the member experience.

Interdepartmental Collaboration: Work closely with Sales, Marketing, and Product teams to align engagement strategies and ensure a cohesive experience for members.

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