Royal Brothers - Team Leader - Customer Support (3-5 Yrs) Bangalore (After-Sales/Customer Service)

Customer Support - Team LeaderJob 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 / PermanentSchedule:- 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) (ref:updazz.com)

Payroll Type : Permanent