Job Nexus India
Location
Bangalore | India
Job description
Role: Team Lead Customer Experience
Location: Indiranagar Bengaluru.
Salary: 67 LPA
Experience Required:
Minimum: 4 Years
Maximum: 6 Years
We are seeking a highly motivated and experienced Customer Experience Team Lead to manage a team of customer service representatives and ensure that our customers receive the highest quality service. As a Customer Experience Team Lead you will be responsible for supervising and motivating your team monitoring call center metrics and ensuring that your team meets or exceeds performance targets.
Responsibilities:
Manage a team of customer service representatives and provide coaching training and support to help them achieve their performance targets.
Monitor and analyze call center metrics such as average handling time first call resolution and customer satisfaction to identify areas for improvement and implement strategies to improve performance.
Ensure that the team is adhering to company policies and procedures and maintain a high level of customer service quality.
Handle escalated customer inquiries and complaints in a timely and effective manner.
Maintain accurate and uptodate records of team performance and report on key metrics to senior management.
Collaborate with other departments to improve processes and workflows and ensure that customer needs are being met.
Requirements:
Minimum of 4 years of experience in a customer service environment with at least 2 years of experience in a leadership role.
Exceptional communication skills
Team management experience
Immediate joiner
Pet parent compulsary
Strong knowledge of call center metrics and best practices.
Excellent communication and interpersonal skills with the ability to motivate and inspire team members.
Proven ability to manage multiple priorities and meet deadlines in a fastpaced environment.
Strong analytical and problemsolving skills with the ability to identify trends and develop strategies to improve performance.
Proficiency in MS Office and call center software.
Ability to work flexible hours including weekends and evenings.
MustHave Skills
Pet Parents Preferred
MS Office
CRM tools
Team Handling
Attention to details
Notice Period: Under 15 Days
Important Note:
Please ensure that your resume reflects the relevant experience and skills mentioned in the job description as failure to do so may result in the rejection of your job application.
leadership,train employees,coaching
Job tags
Salary
