Team Lead For Customer Service
Year Bengaluru, Karnataka, India
Job Description
Roles and Responsibilities Ensuring that customer care metrics are all at an acceptable level (>
.
% queries reverted and
closed within the defined TAT)
Managing customer escalations and resolving them by coordinating with relevant stakeholders
Defining the templates for answering the customer queries (via emails, SMS, Whatsapp chat,
calls) and training the CDC executives towards following the same
Defining the task lists for the CDC executives and implementing shift rosters (as needed)
Motivating and mentoring the team of CDC executives with the goal of employee retention and
career growth
Sharing feedback and insights to the business teams on repetitive issues highlighted by the
customers
Running cross-functional process improvement projects
Developing a training module for onboarding of QAEs and better understanding/performance
(ongoing)
Ownership of front-end customer experience
Team building (including hiring and running retention programs)
Performance management for the CDC executives
Audit calls and maintains the quality standards for the CDC executives
Role:Other
Salary: Not Disclosed by Recruiter
Industry:Retail
Functional Area:Other
Role Category:Other
Employment Type:Full Time, Permanent
Key Skills
Customer ServiceTeam Leading
Education
UG:Any Graduate
Company Profile
ACME SERVICES PRIVATE LIMITED
We are hiring
Company Info
Contact Company:ACME SERVICES PRIVATE LIMITED
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Job Detail
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Job IdJD2858861
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationBengaluru, Karnataka, India
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EducationNot mentioned
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ExperienceYear