Lead Customer Service Representative Job in
- WNS Holdings
- 3 to 7 Yrs
- Other Haryana
- 4 months ago
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Job Description
- As a Subject Matter Expert (SME) for the Customer Service Contact Center, you will play a crucial role in ensuring the efficient and effective operation of the contact center. You will be responsible for providing expert guidance, support, and training to customer service representatives (CSRs) to enhance their performance and deliver exceptional customer service. Your expertise in the company's products, services, and customer service processes will be essential in driving customer satisfaction and achieving organizational goals.Key Responsibilities:Product and Service Knowledge:Develop and maintain an in-depth understanding of the company's products and services.Stay updated on changes, updates, and new offerings.Serve as the go-to resource for CSRs regarding product and service-related queries.Training and Development:Design and deliver training programs for new and existing CSRs.Create training materials, manuals, and resources to facilitate learning.Conduct regular coaching and mentoring sessions to enhance CSR skills and knowledge.Quality Assurance:Monitor and evaluate CSR interactions with customers for quality and adherence to established protocols.Provide feedback and recommendations for improvement to CSRs and management.Collaborate with the quality assurance team to develop and refine customer service standards.Issue Resolution:Assist CSRs in resolving complex customer issues and escalations.Serve as a point of contact for CSRs when they encounter challenging customer inquiries or complaints.Collaborate with other departments to address systemic issues affecting customer satisfaction.Process Improvement:Identify areas for process improvement within the contact center.Propose and implement solutions to enhance efficiency and customer service quality.Participate in cross-functional teams to streamline operations.Reporting and Analytics:Generate reports and analyze data related to customer service performance.Identify trends, patterns, and areas needing improvement.Present findings and recommendations to management.Customer Feedback:Collect and analyze customer feedback to identify areas for improvement.Work with CSRs to implement changes based on customer input.Ensure customer feedback is used to drive continuous improvement efforts.Documentation:Maintain up-to-date documentation of processes, procedures, and best practices.Ensure CSRs have access to accurate and current resources.,
Employement Category:
Employement Type: Full timeIndustry: BPO / Call CenterRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: Lead Customer Service Representative Job inContact Details:
Company: WNSLocation(s): Other Haryana
Keyskills: Customer Service Product Knowledge Training Development Quality Assurance Issue Resolution Process Improvement Documentation Reporting Analytics
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WNS Holdings
WNS (Holdings) Limited (NYSE: WNS) is a leading global Business Process Management (BPM) company. WNS offers business value to 200+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Healthcare, Insurance...
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