Lead Customer Service Representative

7 days ago

Mumbai, Maharashtra, India Intellihealth Solutions Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Role: Lead Customer Service Representative

Location: Powai, Mumbai )

Working Days: 6 days working (Fixedweek off)

Job Description:

The Customer Service Lead is responsible for overseeing the daily operations of the customer

service team, ensuring excellent customer service is delivered at all times. This role involves

managing a team of customer service representatives, handling escalated customer issues,

implementing service improvement strategies, and ensuring that company policies and

procedures are followed.

Job Responsibilities:

  • Supervise and lead a team of customer service representatives.
  • Efficiently handle and resolve customer escalations, complaints, issues, and concerns to ensure customer satisfaction.
  • Conduct regular performance evaluations and provide constructive feedback.
  • Schedule and manage shift allocations to ensure coverage.
  • Provide assistance and guidance to team members in resolving complex customer
  • issues.
  • Ensure a high level of customer satisfaction and maintain a positive company image.
  • Recommend and implement process improvements to enhance service delivery.
  • Flexibility to work in shifts, including evenings, weekends, and holidays as required.

Eligibility:

  • Bachelors Degree or equivalent.
  • Minimum of 3-5 years of experience in a customer service role, with at least 1-2 years
  • in a supervisory or lead position. Experience in Healthcare/BPO sector is a plus.

Skills:

  • Proficient in using customer relationship management (CRM) software and other
  • relevant tools.
  • Good knowledge of Microsoft Office Suite (Word, Excel, Outlook, etc.) or google suite.
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving and conflict resolution abilities.
  • Ability to multitask and manage time effectively.
  • Detail-oriented with strong organizational skills.

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