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Customer Service Team Lead
AllcargoGATIThane, Maharashtra, India30+ days ago
Job descriptionSet and monitor clear performance goals and service standards. Facilitate team meetings, ensure timely information sharing, and report potential customer losses. Conduct regular coaching and provide immediate feedback to drive customer satisfaction. Analyse performance data and conduct annual appraisals, promoting accountability and service ownership. Implement training and development plans to upskill employees. Identify high-potential staff for leadership roles to support succession planning. Foster a customer-centric culture by implementing initiatives that enhance loyalty and retention. Coach staff on customer feedback principles and ensure quality monitoring aligns with service expectations. Optimize employee schedules to meet service levels, providing real-time feedback on staffing needs. Report and resolve equipment issues promptly to maintain operational efficiency. Ensure compliance with health, safety, and environmental standards, supporting their effective implementation in daily operations. Drive initiatives that enhance customer experience, modelling behaviours that deliver exceptional service in line with market trends. Encourage adherence to best practices through continuous coaching and support.
Role Title : Team Leader – Customer Service
Work location : Thane, Mumbai
Role Purpose
The role of TL is to oversee the daily operations of the customer service team, focusing on achieving performance targets and enhancing customer satisfaction. This role involves leading and motivating team members, conducting training and coaching sessions, and analyzing performance metrics to drive continuous improvement. The Team Leader also collaborates with other departments to ensure seamless customer experience while ensuring compliance with health, safety, and corporate responsibility standards
Key Accountability Area
People Management
- Lead and empower the team through effective communication and leadership to enhance customer and employee satisfaction.
Effective Communication
Coaching and Performance Management
Employee Development
Customer Satisfaction & Retention
Resource Management
Corporate Responsibility and Health & Safety
Customer Experience
Change Management
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Team Lead • Thane, Maharashtra, India
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