Customer Service Team Lead - US Process

Location

Bangalore | India

Job description

About Us:

Through Bhanzu, we aim to eradicate math phobia and encourage careers in math and STEM fields among learners from across the world. Bhanzu is bridging the gap between dreams and competence, by enabling students to realize their full potential and introduce them to science, coding and AI, through the lens of math.

As a Customer Service Team Lead, you will play a pivotal role in ensuring the delivery of top-notch customer service while leading and motivating a team of customer service representatives. The ideal candidate will have a minimum of 2 years of customer service experience, excellent communication and analytical skills, and a proven track record in successfully managing and mentoring a team.

Responsibilities :

• Lead and supervise a team of customer service representatives to ensure exceptional service delivery.
• Monitor and evaluate team performance, providing constructive feedback and implementing necessary coaching and training programs.
• Serve as a point of escalation for complex customer issues, ensuring timely resolution and customer satisfaction.
• Analyze team performance metrics and generate reports to identify areas of improvement and implement strategic solutions.
• Collaborate with other departments to enhance overall customer experience and address customer concerns.
• Conduct regular team meetings to communicate updates, set goals, and foster a positive team culture.
• Stay updated on industry trends and best practices to continuously improve team performance.
• Provide input to enhance existing processes and contribute to the development of new strategies to improve customer service efficiency.

Requirements

• Bachelor's degree or equivalent work experience.
• Minimum of 2 years of customer service experience.
• International Voice Process Experience is a Plus..
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Proven experience in team management and leadership.
• Ability to handle escalated customer issues with tact and professionalism.
• Proficiency in using customer service software and CRM systems.
• Flexibility to work in a dynamic and fast-paced environment.
• Exceptional interpersonal and organizational skills.

Job tags

Salary