Maxamtech Digital VenturesCustomer Service Representative- Team Lead
Maxamtech Digital Ventures Pvt Ltd
Location
Pune | India
Job description
Maxamtech Digital Ventures
Customer Service Representative Manager
Location: Pune Kalyani Nagar
Shift Time: 9:30am 6:30pm
Role type: Fulltime
About Maxamtech
Maxamtech Digital Ventures Powers gaming for large business houses OTTs Telecoms to retain engage and monetize their existing user base via Games 360 platform and innovative gaming formats for all gamers and age groups.
Our Product
Overview
The Customer Service Manager is a crucial role within the organization responsible for providing leadership to the customer service team and ensuring exceptional customer satisfaction. This role plays a key part in driving the teams performance and fostering a positive customer service experience.
Key Responsibilities
- Supervise and support the customer service team in handling customer inquiries and resolving issues efficiently
- Monitor team performance and conduct regular coaching and training sessions to enhance skills
- Set clear team goals and objectives ensuring alignment with organizational objectives
- Develop and implement customer service policies and procedures to optimize efficiency
- Handle escalated or complex customer issues providing solutions and ensuring customer satisfaction
- Assist in recruitment and onboarding of new team members
- Generate reports and provide insights on team performance and customer feedback
- Collaborate with other departments to improve overall customer experience
- Stay updated with industry trends and best practices to continuously improve service standards
- Lead by example by demonstrating excellent customer service skills
Required Qualifications
- Bachelors degree in Business Administration or a related field
- Proven experience in a customer service role with at least 2 years in a leadership or supervisory position
- Excellent communication and interpersonal skills
- Strong problemsolving abilities and the capability to handle difficult situations
- Demonstrated ability to prioritize and manage multiple tasks effectively
- Proficiency in using customer service software and MS Office applications
- Ability to analyze data and generate insights for process improvements
- Indepth understanding of customer service principles and practices
- Leadership skills with the ability to motivate and develop team members
- Customeroriented mindset with a focus on delivering exceptional service
service standards,ms office,customer feedback,generate reports,customer service team,clear team goals and objectives,customer service policies and procedures,handle escalated or complex customer issues
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