Team Lead - Customer Experience

Mumbai | Customer Experience | Full-time

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Your Profile

  1. Mentor and coach a team of customer service representatives.
  2. Provide ongoing feedback, performance evaluations, and training as needed.
  3. Foster a positive and inclusive team culture, ensuring motivation and engagement.
  4. Oversee the handling of customer inquiries through various channels, including phone, email, and chat.
  5. Monitor the team's performance in providing accurate and informative responses to customer inquiries.
  6. Provide regular performance reports and make recommendations for improvements.
  7. Handle escalated customer issues or complaints, ensuring a swift and satisfactory resolution.
  8. Assist in the onboarding and training of new team members.

Your Checklist

  1. A minimum of 3 years of experience in a Team Lead role in customer service.
  2. Excellent communication and interpersonal skills.
  3. Proficiency in using customer service software and tools.
  4. Problem-solving skills and the ability to handle difficult customer interactions.
  5. Flexibility to work in a dynamic, fast-paced environment.
  6. Good communication and writing skills.
  7. Ability to work independently in a fast-paced environment.Excellent communication skills in English.
  8. Ready to work in rotational shifts.