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17/04 Arshiya Pathan
IT Recruiter at Fraank Systems

Views:9 Applications:4 Rec. Actions:Recruiter Actions:4

Customer Service Role - IT (5-6 yrs)

Mumbai Job Code: 321839

- Graduates

- Flexible with rotational Shifts and week off

- On paper, 2+ years' experience as a Team Leader with overall, 5+ years' experience should be there.

- Should be from the customer service voice process.

- Good communication and interpersonal skills

- Self-driven, enthusiastic and result orientated

- Well versed with Team and KRAs, Attrition and Shrinkage management, Feedback and coaching

- Mentoring team to help them achieve individual and team objectives.

- Oversee the day-to-day operations of the customer service team to ensure timely and effective resolution of customer inquiries, complaints, and escalations.

- Monitor team performance metrics such as response times, resolution rates, and customer satisfaction scores.

- Identify areas for improvement and implement strategies to enhance the quality of customer service delivery.

- Handle escalated customer issues and complaints with professionalism and empathy, striving for swift and satisfactory resolutions.

Process Improvement :

- Continuously review and streamline customer service processes to optimize efficiency and effectiveness.

- Identify opportunities to automate tasks or implement new technologies to improve the customer service experience.

- Collaborate with cross-functional teams, such as product development and marketing, to address customer feedback and improve products/services.

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