Royal Brothers - Team Leader - Customer Support (3-5 yrs)
Customer Support - " Team Leader
Job description
- Overseeing and assessing customer support staff activities, and providing them with regular performance improvement-related feedback.
- Handling team of 20+ members.
- Strategizing and monitoring the daily activities of customer support operations.
- Prioritize, assign, evaluate and supervise the work of all Customer support Representatives and supervisors.
- Provides coaching and guidance for performance improvement and development; directs and oversees the training of new representatives.
- Plans and implements work programs and customer service activities: modifies departmental procedures and processes to ensure employee and customer satisfaction.
- Assisting customer service staff with duties where required.
- Managing the customer support departments day-to-day functions.
- Formulating and revising customer support policies and promote their implementation.
- Delivering performance evaluations and following the disciplinary process according to company policy.
- Assessing support statistics and preparing detailed reports on the findings.
- Create and share reports to the Manager on a daily, weekly, monthly and Quarterly basis.
- Training staff in areas of customer service, product knowledge, and company policies
- Managing walk-in customers flow to ensure proficient customer service.
- Coordinate with excellence team to ensure the customer complaints/escalations are resolved in timely manner.
- Assisting with the development and implementation of service policies, and explaining these to staff and customers.
- Maintaining documentation pertaining to customer service department activities.
- Affinity for multitasking with precision.
- Ensuring that everyday briefing is provided to all team-members.
- Performing additional duties where needed.
- Assign and Monitor supervisors work and provide feedback on a daily basis.
- Should have experience in voice and non-voice process.
- Informing the team of all new information related to products, procedures, and trends.
- Ability to accept and utilize constructive criticism.
- Ability to share constructive feedback to team members and take disciplinary actions as and when required.
- Monitor all the necessary metrics (Call answering %, Chat and email response and resolution time) to ensure the smooth work-flow.
- Should share all required and necessary reports on a daily basis.
- Monitor Net Promoter Score (NPS), Customer satisfaction (CSAT), Time to first response, Handle time, Ticket resolution rate, Employee happiness and engagement,
Ability to :
- Supervise, assign, inspect and evaluate the work of others. Communicate effectively, both verbally and in written formats.
- Motivate and evaluate staff and provide for their training and development. Develop and implement work standards.
- Plan and organize work to meet changing priorities and deadlines.
- Analyse and resolve complex customer service problems.
- Exercise independent judgment and initiative.
- Train and orient new and existing employees.
- Direct and guide the work of others.
- Train and evaluate staff.
- Provide tactful and courteous service to the public.
- Identify pain points for customer and present it to the management.
- Identify the issues faced by team members.
- Create Roster based on the call flow and ensure the highest % of answered call and faster response rate in Chats and Emails.
Requirements:
- Proficient knowledge of customer service, and standard office practices and procedures.
- Proficient computer skills and knowledge of Ms-Word, Excel, Powerpoint, Gmail, Google Sheet, Slides.
- Proficient standard office equipment skills.
- Outstanding communication skills, both written and verbal.
- Strong people skills.
- Excellent phone etiquette.
- Excellent writing etiquette.
- Outstanding organizational skills.
- Available to work shifts.
Job Types: Full-time, Regular / Permanent
Schedule:
- Should be flexible to work in any schedule assigned or required.
Experience:
- Customer support: 3+ years (Preferred)
- Team handling: 1+ years (Preferred)
Language:
- English (Mandatory)
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.