Team Leader - Customer Service

TEAM 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