Advansoft - Team Lead - Customer Service - Inbound Process (5-12 Yrs) Navi Mumbai (After-Sales/Customer Service)

Job Description:The Customer Service Team Lead will be responsible for overseeing the day-to-day operations of the customer service team and ensuring that our customers receive prompt, courteous, and effective assistance. The ideal candidate will have a passion for customer service, strong leadership skills, and the ability to motivate and develop team members.Key Responsibilities:Leadership :- Provide leadership and guidance to the customer service team, promoting a positive and collaborative work environment.- Set clear performance expectations and goals for team members, and monitor progress towards achieving them.- Conduct regular one-on-one meetings, performance reviews, and coaching sessions with team members.Customer Support:- Manage incoming customer inquiries via phone, email, chat, and other channels, ensuring timely and accurate responses.- Handle escalated customer issues and complaints, resolving them in a professional and satisfactory manner.- Monitor customer service metrics, such as response time, resolution time, and customer satisfaction scores, and take actions to improve performance.Training and Development :- Develop and implement training programs to onboard new team members and enhance the skills of existing team members.- Provide ongoing coaching and feedback to team members to improve their performance and customer service skills.- Identify training needs and opportunities for professional development, and collaborate with HR to address them.Process Improvement :- Continuously evaluate and optimize customer service processes and procedures to enhance efficiency and effectiveness.- Gather customer feedback and insights to identify areas for improvement in products, services, and support.- Work cross-functionally with other departments, such as product development and marketing, to address customer concerns and improve the overall customer experience.Reporting and Analysis:- Prepare and present regular reports on customer service performance, including key metrics, trends, and improvement initiatives.- Analyze customer service data to identify patterns, trends, and opportunities for improvement, and make data-driven recommendations. (ref:updazz.com)

Payroll Type : Permanent