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Gurgaon

    Team Lead - Gurugram, India - TBO

    TBO
    TBO Gurugram, India

    1 week ago

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    Description

    Key Responsibilities:

    • Oversee daily operations of the customer service team, ensuring high levels of performance.
    • Lead, mentor, and motivate a team of customer service representatives, providing ongoing training and development opportunities.
    • Conduct regular performance evaluations and provide constructive feedback to team members.
    • Implement strategies and process improvements to enhance the overall customer experience.
    • Handle escalations ensuring timely and effective resolution.
    • Coordinate with suppliers and partners to resolve customer issues and improve service delivery.
    • Utilize CRM systems and other technologies to manage customer interactions and data.
    • Prepare regular reports on customer service metrics, performance, and feedback.
    • Manage the customer service budget, optimizing resources to achieve operational goals.
    • Ensure costeffective practices without compromising service quality.

    Qualifications:

    • Bachelor's degree in operations management, Business Administration, Hospitality Management, or a related field.
    • Master's degree preferred.
    • Proven experience in a customer service or operations management role, preferably in the travel industry.
    • Strong leadership and team management skills.
    • Excellent communication and interpersonal skills.
    • Proficiency in CRM software and other relevant technologies.
    • Strong analytical and problemsolving abilities.
    • Ability to work in a fast paced, dynamic environment.
    Strong organisational and multitasking skills.

    • High attention to detail and commitment to excellence
    )
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