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

Bachelor degree in business administration or relevant field.
A minimum of 5 years of proven experience in a customer service position.
Proficiency in Microsoft Office and customer service software.
Outstanding written and verbal communication skills.
Good understanding of management practices and techniques.
Excellent leadership and interpersonal skills.
Mandatory – Hindi Speaking

Customer Support Team Lead