Senior Customer Care Executive

1 week ago

Panchkula, Haryana, India Easynxt Technologies Pvt. Ltd. Full time ₹ 24,55,863 - ₹ 73,76,789 per year

Job Title: Customer Care Team Leader (TL)

Location: Panchkula

Job Type: Full-time

Job Overview:

We are looking for a highly motivated Customer Care Team Leader (TL) with 3+ years of experience in managing customer service teams. The ideal candidate will be experienced in handling customer queries through multiple channels (call and chat), leading a team of customer care professionals, and ensuring high customer satisfaction. Proficiency in making reports and handling Excel data is also key to this role.

Key Responsibilities:

1) Customer Interaction Management

  • Handle customer inquiries and concerns through call and chat platforms, ensuring prompt, clear, and helpful communication.
  • Resolve complex customer issues, ensuring the customer's needs are met effectively and professionally.
  • Maintain a positive, empathetic, and professional attitude toward customers at all times.

2) Team Leadership & Supervision

  • Lead and manage a team of customer care representatives, ensuring adherence to quality standards and service level agreements (SLAs).
  • Provide day-to-day guidance and support to team members, offering training and coaching to improve their performance and customer handling skills.
  • Monitor team performance and assist with complex or escalated queries, ensuring high-quality resolutions.

3) Performance Monitoring & Reporting

  • Generate detailed reports on team performance using Excel (e.g., tracking metrics like call/chat volume, response time, customer satisfaction).
  • Analyze customer service data to identify areas for improvement and implement strategies to increase efficiency and quality.
  • Track and report on KPIs like First Call Resolution (FCR), customer satisfaction (CSAT), and response times.

4) Customer Satisfaction Focus

  • Ensure the team delivers exceptional service, leading to high customer satisfaction and loyalty.
  • Continuously monitor and improve service delivery to meet customer expectations and ensure that feedback is taken into account for service improvements.
  • Work with the management team to address and resolve customer satisfaction issues.

5) Escalation Management

  • Handle and resolve escalated customer complaints and issues in a calm and efficient manner.
  • Serve as the final point of contact for complex or high-priority customer issues, ensuring prompt resolution.

6) Process Improvement & Compliance

  • Collaborate with other departments to identify process improvements and recommend best practices for improving customer interactions.
  • Ensure that all customer service procedures are followed and that compliance with company policies and quality standards is maintained.

7) Team Engagement & Motivation

  • Foster a positive work environment, ensuring the team stays motivated and engaged.
  • Recognize and celebrate team achievements to maintain morale and encourage continuous improvement.

Qualifications:

  • Experience: Minimum of 3+ years in customer service, with at least 1-2 years of leadership or supervisory experience.
  • Education: Bachelor's degree in Business, Communications, or a related field (preferred).
  • Strong experience in handling customer interactions via call and chat platforms.
  • Proficient in Microsoft Excel and experience in creating and analyzing customer service reports.
  • Exceptional communication, problem-solving, and conflict-resolution skills.
  • Ability to manage and guide a customer service team while ensuring high standards of service.
  • Customer-focused mindset with a passion for delivering excellent service.

Job Types: Full-time, Permanent

Pay: ₹10, ₹24,558.63 per month

Work Location: In person

Speak with the employer

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