Customer Service Executive / Team lead

Revvcoin is hiring Customer Service Executive / Team lead job in Gurugram | Cutshort

Customer Service Executive / Team lead
Customer Service Executive / Team lead

0
\- 5 yrs
₹3L - ₹5L / yr
Gurugram
Skills
Escalation management
Client Servicing
Client Management
Customer Relationship Management (CRM)
Customer Service
Customer Support
Customer Success
\- Responsible to lead a team of contact center resources and ensure effective service level adherence through timely and accurate resolution of advisor and client queries daily
\- Coach phone agent performance via e-mail, phone, and face to face interactions regarding policies and procedures, system knowledge & customer service skills. Be responsible for field questions/escalations with in-bound calls and facilitate call-backs, as needed
\- Partner with Human Resources and functional Leaders to formulate career progression / employee development plans
\- Provide Leadership guidance and motivate team members to improve/sustain performance through effective coaching and mentoring techniques, individually through periodic 1-0-1 meetings, and also at a team level through regular huddles and team meetings
\- Perform quality review functions for the team, including real time and recorded call monitoring sessions and end to end error checking, reporting, and validation through the appropriate channels
\- Share quality results with phone agents and leader, identify gaps and facilitate trainings. Serve as a mentor to provide agents with feedback to improve their overall performance
\- Coaching team members at all levels; development of poor performers whilst also inspiring top performers.
\- Assist in customer service-related, business-driven, process improvement initiatives, or related projects to provide subject matter expertise, as well as serve as a resource to less-experienced customer service team members, as necessary
\- Participate in business-driven projects and initiatives
\- Understanding of metrics and ability to speak to spikes in volume and other outlier issues.
\- Manage team s daily work volumes and transactions accurately, within established deadlines, and in accordance with existing policies and procedures.
\-Shrinkage & Attrition management
\-Improving customer experience by working cross functionally to optimize planning, staffing, performance management, quality, training.
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Companies hiring on Cutshort

Founded
:
2014
Type
:
Services
Size
:
100-1000
Stage
:
Raised funding
About
N/A
Company social profiles
N/A
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