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Service Team Leader

3.00 to 8.00 Years   Thane   23 Feb, 2023
People Interactive India Pvt Ltd
Job LocationThane
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaCustomer Service (Domestic)
EmploymentTypeFull-time

Job Description

    Overview - The Customer Support and Service team always represents the voice of the customers.They are responsible for understanding customer requirements, meeting service metrics guidelines,and retaining them. They are saviors to all our members, who reach out to them through call, chat oremail.Role As a Team Leader, you will be responsible for managing the team who does post-salesexperience and membership renewal of our personalized customers. To be a successful Team Leader,you should be proactive, patient, and able to work in a high-pressure environment. Ultimately, a topperforming Team Leader is the one who is a product expert and demonstrates exceptionalcommunication, problem solving and customer service skills.What you will do in this roleManage post-sales experience and service of premium members of Shaadi SELECT. Mentor and develop the team. Effectively manage shift operations. Strong Knowledge and Experience on Operational Metrics. (CSAT, AHT, Shrinkage, Qualityscores, maintaining SLA, Attrition management). Handling Escalation calls of Customers. Track Customer Satisfaction & ensure closure of complaints. Strong Rapport building skills with Team & stakeholders, manage attrition in the team. Evolve more effective work process for improving customer interactions. Constantly monitor & review performance metrics for achievement of objective. To effectively manage Contact Centre operations for constant performance achievements. Identify relevant training needs of agents & ensure effective implementation. Interface with IT/HR/ Training/Quality in order to improve the teams Performance.What you should have3 years of experience developing the above skills. Experience must include tele-marketing job. Should be familiar with effective objection handling. Extremely detail oriented and ability to organize. Bachelors Degree.Brownie Points Preferably from Matrimonial background.

Keyskills :
sales operationsrenewalscustomer service

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