Customer Care Rep - Team Lead
- NCR Corporation
- 2 - 7 years
- Mumbai
- 6 months ago
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Job Description
Role-Customer Care Representative
Work persona-Work from Office (6 days)
Location-Vikhroli west
Role & Responsibilities
- Develop and implement customer service policies and procedures
- Monitor customer service Planners performance and provide ongoing coaching and feedback
- Analyse customer service trends and recommend improvements
- Train and onboard new customer service Planners.
- Monitor customer service Planners adherence to company policies and procedures
- Ensure customer service Planners maintain a high level of customer service
- Prepare and analyse customer service reports.
- Foster an environment of collaboration and teamwork among customer service Planners.
- To arrange refresher course for the SPs on process changes and updates, if any. Administrative/ Operational support to SPs.
- To manage and maintain good working relations within the team.
- Motivate team and provide timely follow-ups
- Call quality monitoring for SPs regularly and ensure to take corrective measures for improvement.
- Monitoring SRs regularly for compliance and checking Escalation process happening against the required SRs.
- Solving queries on floor.
- To plan the roster and leaves across the team
- To counsel/ guide and lead the team effectivelyTo manage and monitor the KPIs.
- To ensure high quality of support to the team on job shadowing, training on process etc.
Requirements and Qualifications
- Bachelors degree with any specialization/Degree in Management will be added advantage.
- Minimum of 5 years of experience in customer service
- Excellent leadership and organizational skills
- Strong communication, problem-solving, and decision-making skills
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint)
- Able to handle multiple tasks and prioritize effectively
- Able to motivate and mentor customer service Planners.
- Knowledge of customer service software and systems
Job Classification
Industry: Software ProductFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Voice / Blended - OtherEmployement Type: FreshersContact Details:
Company: NCR CorporationLocation(s): Mumbai
Keyskills: Customer Care Call Monitoring Customer Service Voice Process Customer Handling
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