AddressTEAM LEADER
Designation: Customer Service - Team Leader
Core Areas: Managing Customer Service Operations, Team Management, Daily MIS and performance monitoring and Analysis.
Drive CSAT and NPS
Qualification:
- Graduate/Postgraduate with at least demonstrated ability in leading large teams of approx.
- 15-20+ people.
Your Role:
- Drive High performance & customer focused culture: Being obsessed by metrics and diving deep to find root causes quickly, to drive improvements.
Managing a team of Customer Service personnel and should drive KPIs related to customer experience - First Time Resolution, CSAT, Speed of Answer, Handled rates, Escalations and cost as per business alignment.
- Be Structured and agile: Implementation of SOPs with a customer first approach.
- Build a culture of continuous improvement through lean practices, Improve team performance by conducting regular monitoring activity, coaching and mentoring.
- Lead Innovations with speed: Identify a solution to the customer's query.
- Manage escalations which require significant Customer Service skills and diplomacy to ensure that the customer is satisfied.
- Build Versatile and transparent culture: Hire talent with complementary skills, over communicate with ground teams and be always approachable.
- Work cross functionally with peers who will empower you to do your best work.
- Work with the owner's mindset: Wear the badge with pride.
- We are looking for owners - not employees.
- You will represent what we stand for and serve as culture.
What We're Looking For:
- People with endless curiosity and hunger to learn
- Operators obsessed with customer experience
- Minimum 5 to 6 years of Customer Service (Chat/Call), minimum 1 year of experience as Team Leader.
Why Join Us?
- The opportunity to join India's next Unicorn is rare.
- So, we're giving our team an amazing learning experience and the opportunity to create lasting wealth as our company grows
