Customer Service RepresentativeWorko • vadodara, gujarat, in
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Customer Service Representative
Worko • vadodara, gujarat, in
2 days ago
Job description7+ years of overall experience in customer service / customer experience roles Minimum 4 years of experience in leading chat process teams Strong people management and team development skills Hands-on expertise with customer support platforms and chat technologies Excellent communication, conflict resolution, and problem-solving skills Data-driven mindset with the ability to analyze reports and take strategic decisions High adaptability to a fast-paced, customer-obsessed environment 7+ years of overall experience in customer service / customer experience roles Minimum 4 years of experience in leading chat process teams Strong people management and team development skills Hands-on expertise with customer support platforms and chat technologies Excellent communication, conflict resolution, and problem-solving skills Data-driven mindset with the ability to analyze reports and take strategic decisions High adaptability to a fast-paced, customer-obsessed environment
Role Overview
We are looking for a Customer Experience Team Lead with 7+ years of overall experience in customer service and a minimum of 4 years of proven expertise in handling chat process teams. The ideal candidate will be a people-focused leader with strong analytical skills and a track record of delivering outstanding customer satisfaction through digital-first support channels.
Key Responsibilities
- Lead, mentor, and motivate a team of process executives to deliver seamless customer experiences
- Monitor performance metrics (AHT, CSAT, FCR, SLAs) and drive continuous improvements
- Develop team strategies to enhance productivity and quality in chat support
- Handle escalated issues with empathy, quick resolution, and customer-first thinking
- Conduct regular coaching, feedback sessions, and training for team development
- Collaborate with cross-functional teams (Product, Tech, Marketing) to provide customer insights for service improvements
- Implement best practices in digital customer support and adopt automation where relevant
- Drive employee engagement and foster a culture of accountability, collaboration, and growth
Requirements
Mandatory Requirements
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Customer Service Representative • vadodara, gujarat, in
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