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Team Leader Customer Support

1.00 to 5.00 Years   Gurugram   28 Dec, 2024
Elevate X solutions
Job LocationGurugram
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaCustomer Service (Domestic)
EmploymentTypeFull-time

Job Description

    We are looking for a proactive and experienced Team Leader with a strong background in customer service to join our clients team. The ideal candidate will lead, motivate, and manage a team of customer service representatives to achieve performance metrics, deliver excellent customer experiences, and foster a positive work environment.Key Responsibilities
    • Supervise and manage the daily operations of the customer service team.
    • Monitor team performance, ensuring KPIs such as quality, productivity, and customer satisfaction are met or exceeded.
    • Conduct regular team meetings and provide performance feedback through coaching and mentoring.
    • Handle escalated customer issues and ensure resolution in a timely manner.
    • Develop and implement strategies to improve overall team performance.
    • Ensure adherence to company policies, procedures, and service standards.
    • Collaborate with other departments to address service-related challenges and drive improvements.
    • Prepare and present regular performance reports to management.
    Requirements
    • Minimum of 1 year of experience in a leadership role within a customer service environment.
    • Strong understanding of customer service principles and practices.
    • Excellent communication, interpersonal, and problem-solving skills.
    • Ability to motivate and lead a team to achieve goals.
    • Proficient in using CRM tools and other relevant software.
    • Strong organizational and time-management skills.
    • Flexibility to work in shifts, if required.
    Preferred Skills
    • Experience in handling escalations and customer grievances.
    • Knowledge of industry-specific regulations and best practices.
    • Training or certification in leadership or team management.
    What We Offer
    • Competitive salary package.
    • Opportunities for professional growth and development.
    • A supportive and collaborative work environment.

Keyskills :
communication skillsclient relationship managementteam managementpersuasive speakerescalation management

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