Customer Service Team Lead

Position Title : Customer Service

Education : Graduate / Postgraduate

Experience : 10 years

Location : Bengaluru

Role Description

Responsible for leading the customer support team, driving excellent customer service, monitoring performance, coaching team members, and ensuring they have the right tools and resources to succeed in a positive work environment.

Responsibilities

Manage and lead a team of customer support representatives.

Ensure that the team provides exceptional customer service by monitoring calls, emails, and chat interactions and providing feedback and coaching to team members.

Develop and implement processes and procedures to improve the efficiency and effectiveness of the customer support team.

Analyze customer feedback and identify areas for improvement in the customer support process.

Identify opportunities to improve customer experience and work with the team to implement solutions.

Motivate and encourage the team to achieve their targets and goals.

Ensure that the team is up to date with the latest product and service information.

Requirements :

Minimum of 8 to 10 years of experience in a customer support or customer service role, with at least 5 years of experience in a leadership or supervisory role.

Excellent communication skills, both written and verbal.

Strong interpersonal skills.

Strong problem-solving skills and ability to make decisions under pressure.

Ability to work in a fast-paced environment and manage multiple tasks and priorities.

Experience with customer support software and tools.

Ability to analyze data and make data-driven decisions.