Customer Service Team Lead - Pune - Advait Techserve

    Advait Techserve
    Advait Techserve Pune

    1 day ago

    Upper Management / Consulting
    Description

    As a Customer Service - Team Lead, you will be responsible for consistently meeting and exceeding individual goals while driving the team towards department goals. You will demonstrate a proven capacity to resolve customer issues quickly along with coaching and training others to resolve customer issues.

    With strong de-escalation skills and a customer-centered mindset, you will maintain a high level of

    professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty.

    Primary Duties and Responsibilities:

    • Provide team with support and be available to answer questions
    • Monitoring and driving phone queues, inboxes, and portals to decrease ABN (Abandonment) rates, lowering wait and response times.
    • Handle customer escalations through completion.
    • Prepare monthly reports.
    • Manage team schedule.
    • Deliver new hire and continuous training courses.
    • Perform additional duties as assigned.

    Skills Required:

    • Strong organizational skills
    • Excellent written and verbal communication skills
    • Ability to communicate effectively with internal and external customers
    • Proven ability to multi-task and manage timelines and deadlines
    • Pay close attention to detail, accuracy, and completeness
    • Ability to retain large amounts of information
    • Demonstrate strong problem-solving skills, and customer service skills
    • Proficient computer skills including using Microsoft Office Suite, particularly Excel, Outlook, Word, and Power Point
    • Ability to learn specialized software programs and navigate company databases
    • Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations
    • Ability to use sound judgement to make good decisions based on information gathered and analyzed

    Education and Experience:

    • 2+ years of Customer Service Supervisor experience, preferred
    • 4+ years of customer service experience, strongly preferred
    • High school diploma or equivalent, required

    Rotational Shift and Rotational Week Offs.

    Must be comfortable working in US shifts.

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