Location
Bangalore | India
Job description
Job Title: Team Lead for Titan International Business (QRCL)
Qualification and Experience:
Graduate with 8-10 years of relevant experience
Skills and Competencies:
Customer Focus, Customer Service, Excellent Verbal and written Communication, Process Improvement, Problem Solving, People Skills, Teamwork, Stakeholder Management, Managing Processes, Ability to multi-task, prioritize and manage time efficiently, Experience working with Salesforce or similar CRM and automation tools like Zapier, ability to read and generate insights from data, Exceptional customer service skills, ability to achieve targets.
Scope of Work:
- Managing all customer digital touch points like Live Chat/WhatsApp/Calling etc. for Titan International Business to ensure these channels work as a lead generation machine for the brand
- Managing the Live Chat team, responsible for performance management, drive effective customer engagement and lead generation.
- Work closely with IBD CRM Team & International Regional Team for all Helpdesk activities & Initiatives
- Constantly work towards skill enhancement of the team to ensure business target are met week on week.
- Presenting Weekly & Monthly Reports
- Managing Helpdesk Vendors
Responsibilities:
- Escalation/Complaint management:
- Work with stake holders to resolve customer complaints
- Provides an exceptional customer experience, should possess excellent communication skills. responsive follow through, and advocacy for customer issues within the support team and other internal departments
- Provide end to end escalated case management (RCA & CAPA Format) for every customer complaint
- Follow up with customers to ensure provided solution meets their needs
- Establishes priorities and communicate rationale and timeframe clearly to customers
- Actively uses and contributes to a growing knowledge base and improve the effectiveness of the information available to the team as well as customers
- Keeping up with product and service information and updates
- Identifies gaps in documents, training material, and knowledge base content for the team representatives and internal contributors
- Manages customer expectations through to successful completion of issues- including timely and consistent updates
- Makes recommendations, as needed, to management on the suggested internal process or procedure modifications to provide elevating customer experience
- Demonstrates empathy
- Proactively follow up on escalations with different stakeholders
- Set a method for QA & communicate positives & areas of improvement with the team.
2. Outbound Outreach program management
- Work towards enhanced C-Sat and conversion rates.
- Overcomes constraints to meet established deadlines
- Ensure hygiene metrics are in place for the team
- Ensure call tagging compliance, accurate tagging and data enrichment for customer interactions with the team members
- Report QRC for the process
- Audit calls/Chats for quality assurance and development inputs for representatives and processes
- Check for process compliance through mystery calls/chats
- Report trending contributors on QRC
- Preparing reports and analysing data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Revenue Generation:
- Sourcing new sales opportunities through inbound lead follow up and understanding customer needs and requirements
- Working closely with marketing team to identify opportunities for lead generation through digital and direct marketing campaigns, website optimization suggestions, sharing understanding of customer requirements
- Taking ownership of the entire lead management process: Right from answering customer queries on time with relevant information, assigning hot leads timely to sales team, follow ups with cold/warm leads by ensuring the leads are nurtured through regular SMS/WhatsApp campaigns and moving them from awareness to consideration and finally action stage
- Understand the nuances of consumer journey and identify various touch points and nudges to drive conversion
- Work closely with IT & IBD CRM team to identify ways to automate mundane steps in the lead management process and hence improving the overall efficiency by allocating more time towards handling customer queries
- Ability to research and qualify new leads
- To deliver insights of channels that are working, products enquired for.
- Interface with IT, Marketing, Customer experience, Retail and Merchandising teams
- RCA:
- Study customer journey on complaints received
- Identify root causes for defects identified through analysis of complaints
- Work with process owners to remove defects identified through RCA
- Observe and report impact of changed processes
- Build governance to ensure sustenance of process change adoption
5. Enhance Customer Engagement
- Build processes to increase customer engagement
- Make all touch points desirable by reducing customer effort
- Build enduring customer relationships by converting complaint occurrences into customer recovery engagements there by increasing Customer Loyalty
- Engaged customers to be measured in terms of repeat customers
Key Performance Indicators
- Conversion rate
- Streamlining Helpdesk Process
- CSAT (Customer Satisfaction)
- Reduction in Complaints TAT and Executive Escalations
- Reports & Dashboard
Job tags
Salary
