Customer Service Representative- Team Lead

1 day ago

Pune, Maharashtra, India Maxamtech Digital Ventures Full time ₹ 4,00,000 - ₹ 12,00,000 per year
Maxamtech Digital Ventures Customer Service Representative- Manager Location: Pune, Kalyani Nagar Shift Time: 9:30am -6:30pm Role type: Fulltime
About Maxamtech
Maxamtech Digital Ventures Powers gaming for large business houses, OTTs , Telecoms to retain, engage and monetize their existing user base via Games 360 platform and innovative gaming formats for all gamers and age groups.
Our Product -
Overview The Customer Service Manager is a crucial role within the organization, responsible for providing leadership to the customer service team and ensuring exceptional customer satisfaction. This role plays a key part in driving the team's performance and fostering a positive customer service experience.
Key Responsibilities
  • Supervise and support the customer service team in handling customer inquiries and resolving issues efficiently
  • Monitor team performance and conduct regular coaching and training sessions to enhance skills
  • Set clear team goals and objectives, ensuring alignment with organizational objectives
  • Develop and implement customer service policies and procedures to optimize efficiency
  • Handle escalated or complex customer issues, providing solutions and ensuring customer satisfaction
  • Assist in recruitment and onboarding of new team members
  • Generate reports and provide insights on team performance and customer feedback
  • Collaborate with other departments to improve overall customer experience
  • Stay updated with industry trends and best practices to continuously improve service standards
  • Lead by example by demonstrating excellent customer service skills

Required Qualifications
  • Bachelor's degree in Business Administration or a related field
  • Proven experience in a customer service role, with at least 2 years in a leadership or supervisory position
  • Excellent communication and interpersonal skills
  • Strong problem-solving abilities and the capability to handle difficult situations
  • Demonstrated ability to prioritize and manage multiple tasks effectively
  • Proficiency in using customer service software and MS Office applications
  • Ability to analyze data and generate insights for process improvements
  • In-depth understanding of customer service principles and practices
  • Leadership skills with the ability to motivate and develop team members
  • Customer-oriented mindset with a focus on delivering exceptional service

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