com hiring For Team Lead- Customer Service

1 week ago

Lucknow, Uttar Pradesh, India Shaadi Full time ₹ 6,00,000 - ₹ 12,00,000 per year

hiring for Team Leader - Lucknow Location

Role As a Team leader, you will be responsible for managing the team who does post-sales experience and membership renewal of our personalized customers. To be a successful Team leader, you should be proactive, patient, and able to work in a high-pressure environment. Ultimately, a top performing Team Leader is the one who is a product expert and demonstrates exceptional communication, problem solving and customer service skills.

What you will do in this role

  • Manage post-sales experience and service of premium members of Shaadi SELECT.
  • Mentor and develop the team.
  • Effectively manage shift operations.
  • Strong Knowledge and Experience on Operational Metrics. (CSAT, AHT, Shrinkage, Quality scores, maintaining SLA, Attrition management).
  • Handling Escalation calls of Customers.
  • Track Customer Satisfaction & ensure closure of complaints.
  • Strong Rapport building skills with Team & stakeholders, manage attrition in the team.
  • Evolve more effective work process for improving customer interactions.
  • Constantly monitor & review performance metrics for achievement of objective.
  • To effectively manage Contact Centre operations for constant performance achievements.
  • Identify relevant training needs of agents & ensure effective implementation.
  • Interface with IT/HR/ Training/Quality in order to improve the teams Performance.

What you should have

  • 4 years experience developing the above skills.
  • Experience must include tele-marketing job.
  • Should be familiar with effective objection handling.
  • Extremely detail oriented and ability to organize.
  • Bachelors Degree.

Total Exp - Not more than 6 years

Preferred - Some Experience in Sales in Past would be an Advantage

5 Days Working

(2 Rotational Week off)

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