Customer Support Team Lead

Designation : Team Leader - Customer Care

Experience : Minimum of 5 years of proven experience in a customer service position

Job Location : Vanagaram, Chennai

Qualification Bachelor degree in business administration or relevant field

Responsibilities :

We are looking for an experienced Team Leader in Customer Service to provide excellent customer service and to promote this idea throughout the organisation. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

Team Lead - Customer Service responsibilities include :

Improving customer service experience, create engaged customers and facilitate organic growth

Taking ownership of customers issues and following problems through to resolution

Setting a clear mission and deploying strategies focused towards that mission

Responsibilities

• Develop service procedures, policies and standards
• Supervising day-to-day operations in the customer service department.
• Responding to customer service issues in a timely manner.
• Keep accurate records and document customer service actions and discussions
• Analyse statistics and compile accurate reports
• Recruit, mentor and develop customer service agents and nurture an environment where
• they can excel through encouragement and empowerment
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilise assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget
• Maintain an orderly workflow according to priorities
• Requirements and skills
• Proven working experience as a Team Lead / SME / Sr Customer care Executive
• Experience in providing customer service support
• Excellent knowledge of management methods and techniques
• Proficiency in English & Hindi
• Working knowledge of customer service software, databases and tools
• Awareness of industry’s latest technology trends and applications
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• Audits customer service procedures and trends and determines system improvements.
• Enforces company policies and procedures.
• Determines customer service requirements by maintaining contact with customers and
• visiting operational environments.
• Updates job knowledge by participating in educational opportunities, maintaining personal
• networks, and participating in professional organizations.

Education and Skills