Customer Service Team Lead - Noida, India - Indian Manpower Services
Description
Provide solutions and initiative and understand customers need to improve customer experience
Ensure high customer satisfaction level to retain customers
Manage daily complaints and ensure timely resolution
Handle and assist escalated cases until customer is satisfied
Monitor and enhance the overall CS team members performance
Assess and evaluate CS members performance and set their development plans
Ensure having a succession plan in place
Identify and propose training for team members
Set KPIs and conduct annual performance review for CS members
Maintain good relationship with all internal stakeholders to ensure all departments are aligned and updated
Work with the Customer Service Manager to develop and implement service initiatives to improve the customer experience
Keep team engagement, motivation and other activities.