Team Lead – Customer Service
Job Location: Aurangabad
Job Summary: To take care of the customer service team and delivering high quality service to all our sellers and customers.
Key Responsibilities and Accountabilities:
- Improve customer service experience, create engaged customers and facilitate organic growth
- Take ownership of customers’ issues and follow problems through to resolution
- Set a clear mission and deploy strategies focused towards that mission
- Develop service procedures, policies and standards
- 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 utilize assets to achieve qualitative and quantitative targets
- Maintain an orderly workflow according to priorities
- Experience in providing customer service support
- Excellent knowledge of management methods and techniques
- Proficiency in English (both verbal and written)
- 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
- Proficiency in MS Excel
- Quality assessment of team (calls and e mails)
Key Requirements:
- Medium level Excel knowledge
- Good verbal as well as written English
- Background of customer service or customer care preferred
- Background of logistics preferred
- At least 1 – 2 years of experience as TL
Qualifications:
- Graduate from any stream