Customer Service Team Lead

2 months ago

Mumbai, India Illusion Dental Laboratory Full time

Company Overview


Illusion Dental Laboratory is a dental laboratory that is committed to delivering high-quality dental restorations with exceptional customer service. We prioritize effective communication, feedback, and relationship-building to ensure customer satisfaction. Our team is skilled in using various restorative systems, including Bruxzir, Lava, Zirconia, Tilite, PFM, All-Ceramic, Implants, we are dedicated to providing dependable and timely results.


Job Overview


3 to 6 years of experience | Full-Time | Malad, Maharashtra, India


Qualifications and Skills


  • Minimum of 3 to 6 years of experience in a customer service role Team Handling
  • Proven leadership skills, with the ability to inspire and motivate a team
  • Exceptional customer service and communication skills
  • Strong problem-solving and decision-making abilities
  • Experience in training and developing customer service representatives
  • Ability to handle and resolve customer complaints and conflicts
  • Excellent time management and organizational skills
  • Proficiency in using customer service software and CRM systems
  • Knowledge of dental restorative systems is a plus
  • Bachelor's degree in business administration or a related field is preferred


Roles and Responsibilities


  • Oversee the customer service team and ensure that they deliver excellent service to clients
  • Handle escalated customer inquiries and complaints, resolving issues in a professional and efficient manner
  • Train and onboard new customer service representatives to ensure they are equipped with the necessary skills and knowledge
  • Monitor team performance, conduct regular performance reviews, and provide constructive feedback and coaching
  • Collaborate with other departments to improve overall customer experience and implement process improvements
  • Maintain a high level of product knowledge to effectively address customer inquiries and provide accurate information
  • Generate reports on team performance, customer feedback, and key metrics to identify areas for improvement
  • Develop and implement customer service policies and procedures to enhance efficiency and consistency
  • Lead by example, demonstrating exceptional customer service skills and professionalism at all times
  • Handle complex customer issues and conflicts, utilizing effective problem-solving and conflict resolution techniques





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