Customer Care Rep - Team Lead
- NCR Corporation
- 2 - 7 years
- Mumbai
- 6 days ago
- Email to a friend
- Report this job
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+ View Contact
Keyskills: Customer Care Call Monitoring Customer Service Voice Process Customer Handling
Fraud Alert to job seekers!
₹ Not Disclosed
Similar positions
NCR Corporation
NCR is the worlds leading enterprise provider of software, hardware and services for banks, retailers, restaurants, small business and telecom
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in