Job Description

Criteria :He/She should have handled a team of 12 to 15 members
E-commerce & BPO experience is a mustExperience in training team members to handle irate/frustrated customersExperience as a Customer Service Executive for Minimum 1.5 years. Experience in solving customer queries through calls & mails Nice to have:Experience with customer service software & tools (CRM,ticketing systems, fresh desk)

Key Responsibilities

1. Team Management:

- Lead and motivate a team of customer service representatives

- Conduct performance coaching and feedback sessions

- Training agents how to handle irate/ frustrated customers

- Training agents to make negative feedback to positive feedback.

- Monitor team performance and implement improvements

2. Customer Service Operations:

- Ensure high-quality customer interactions and issue resolution

- Monitor and analyze customer feedback and metrics (CSAT, FCR, etc.)

- Implement process improvements to enhance customer experience

3. Reporting and Analysis:

- Generate reports on team performance and customer service metrics

- Analyze data to identify trends and areas for improvement

4. Collaboration:

- Work with other departments to resolve customer issues and improve processes

- Collaborate with training team to ensure adequate training for customer service representatives

Requirements

BPO experience in a customer service role or leadership position

2+ years of experience in a team lead or supervisory role in customer service

Should have managed a team of 15+ agents

Strong leadership, coaching, and communication skills

Ability to analyze data and drive process improvements

Customer service experience in a fast-paced environment

Nice to Have

Experience with customer service software and tools (CRM, ticketing systems, fresh desk)

Knowledge of customer service best practices and industry trends

Customer service lead in ecommerce firm

send cv connect@panindiahrservices.in

Job Type: Full-time

Pay: ?45,000.00 - ?55,000.00 per month

Language:

English (Preferred) Hindi (Preferred)
Work Location: In person