Budget - 35k in hand (apply only if you are okay with the budget)
We are seeking an experienced and dynamic CRM Team Leader to manage our in-house customer service team. You will lead a team of agents handling inbound/outbound calls, customer queries, complaints, and retention. Your role will be pivotal in ensuring a seamless customer experience and driving customer satisfaction and loyalty.
Key Responsibilities:
- Lead and supervise a team of CRM executives (2-3 members).
- Monitor daily operations including call handling, ticketing, and escalations.
- Set clear performance metrics and ensure SLAs/TATs are met.
- Handle escalated customer issues with prompt resolution.
- Analyze feedback and suggest improvements to enhance customer satisfaction.
- Coordinate with logistics, plant, and tech teams for smooth service execution.
- Maintain documentation of complaints, feedback, and closures.
- Prepare weekly/monthly reports on team performance and customer trends.
- Train new CRM hires and conduct periodic refreshers for the team.
- Manage IVR system efficiency and suggest tech/process improvements.
Requirements:
- Minimum 23 years of experience in customer service, preferably in a B2C setup.
- Prior experience as a Team Leader or Senior CRM Executive.
- Strong communication skills in English and Hindi.
- Ability to handle pressure, multitask, and lead a small team.
- Familiarity with CRM tools, ticketing software, and IVR systems.
- Graduation mandatory; MBA/PG preferred but not compulsory.
To apply, send your CV to [Confidential Information]
Subject Line: Application Team Leader CRM
