Lead Customer Service Representative

Job Description

Role: Lead Customer Service Representative Location: Powai, Mumbai (https://goo.gl/maps/7f4PtpTeRnjQXdpH6) Working Days: 6 days working (Rotational week off) Job Description: The Customer Service Lead is responsible for overseeing the daily operations of the customer service team, ensuring excellent customer service is delivered at all times. This role involves managing a team of customer service representatives, handling escalated customer issues, implementing service improvement strategies, and ensuring that company policies and procedures are followed. Job Responsibilities: Supervise and lead a team of customer service representatives. Efficiently handle and resolve customer escalations, complaints, issues, and concerns to ensure customer satisfaction. Conduct regular performance evaluations and provide constructive feedback. Schedule and manage shift allocations to ensure coverage. Provide assistance and guidance to team members in resolving complex customer issues. Ensure a high level of customer satisfaction and maintain a positive company image. Recommend and implement process improvements to enhance service delivery. Flexibility to work in shifts, including evenings, weekends, and holidays as required. Eligibility: Bachelor’s Degree or equivalent. Minimum of 3-5 years of experience in a customer service role, with at least 1-2 years in a supervisory or lead position. Experience in Healthcare/BPO sector is a plus. Skills: Proficient in using customer relationship management (CRM) software and other relevant tools. Good knowledge of Microsoft Office Suite (Word, Excel, Outlook, etc.) or google suite. Strong leadership and team management skills. Excellent communication and interpersonal skills. Strong problem-solving and conflict resolution abilities. Ability to multitask and manage time effectively. Detail-oriented with strong organizational skills.