Customer Service Domestic Non Voice Lead-BPS

5 days ago

Chennai, Tamil Nadu, India Hexaware Technologies Full time ₹ 15,000 - ₹ 28,00,000 per year
  • The Customer Service Domestic Non-Voice Lead will oversee and manage a team handling non-voice customer interactions such as emails, chats, and social media queries within the domestic market
  • This role ensures excellent customer service delivery, team productivity, and adherence to quality standards

Key Responsibilities:

  • Lead, coach, and mentor a team of non-voice customer service representatives
  • Monitor daily team performance and ensure targets and SLAs are met
  • Handle escalations and resolve customer issues efficiently
  • Conduct regular training and quality audits to maintain service standards
  • Collaborate with cross-functional teams for process improvements
  • Generate reports on team performance and suggest improvements
  • Ensure adherence to company policies and compliance guidelines

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