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11/06 Mary Kumar
Head - HR at Phable Care

Views:655 Applications:246 Rec. Actions:Recruiter Actions:61

Phable - Customer Success Role (3-7 yrs)

Bangalore Job Code: 121009


Responsibilities :

The primary responsibility of a customer service team lead is managing a team of customer service associates. The set of responsibilities include (but are not limited to) the following :

- Resolve queries (via phone calls/emails/support platform) from customers to provide quick resolution of issues and questions or aid a team member.

- Manage the day-to-day operations

- Monitor and review the team's metrics to improve functional and operational efficiency

- Identify and escalate issues efficiently and appropriately to management and across teams

- Review and resolve escalations through significant customer service skills and diplomacy to ensure that the customer is satisfied.

- Conduct periodic reviews and evaluations of team members, monitor employee performance and note areas for improvement, regularly collect feedback from the team, validate them and fix problems.

- Prepare reports about the team's performance and events/incidents by identifying opportunities to enhance internal processes.

- Identify the team's training and development needs while also working closely with new hires to instruct them on company policies and best practices for resolving customer inquiries.

- Provide regular feedback about the team's progress, concerns and requirements.

Requirements :

- A passion for customer experience

- Exceptional communication and presentation skills

- 3 to 4+ years of experience

- An approachable and reliable person with great leadership and coaching skills

- Ability to clearly communicate goals and the direction they should be headed towards

- An effective listener who can also communicate feedback clearly and in a friendly way

- Capable of being highly productive and independent in driving initiatives with minimal oversight from the manager

- A creative problem-solver, capable of making decisions when needed without relying on management

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