Customer Service Team Leader
LEVENBERT
Total years of experience :19 years, 9 Months
• Responsible for improving the team and facilitating the communication among the members of team
• Perform the tasks of monitoring, organizing, and coaching team on a daily basis
• Handle responsibilities of communicating the company's purpose, core values, vision to the front employees
• Identify new ways to increase the opportunities of sales and service
• Handle escalated calls, complaints, questions, and queries, as required
• Facilitate cross-functional communication within employees to improve working environment
• Draft general reports on performance and targets of team members as well as ensure that they exceed the targets
• Supervised Call Center's administrative processes and procedures.
• Monitored calls and metrics, provided feedback, coaching, and reporting on data.
• Audited, coached, and trained Customer Service Representatives.
• Provided feedback and documented accordingly including annual performance reviews.
• Participated in the recruiting and interviewing process.
• Lead a team of employees and managed assets under their control.
• Monitored and provided feedback and coaching of team members per the quality standards.
• Perform the tasks of handling customer calls regarding the request of services and products
• Handle responsibilities of troubleshooting issues on the products and services to meet customer satisfaction
• Coordinate with customers to advertise about the services and products offered by the organization
• Responsible for preparing customer list and feedback and update the same to the team leader
• Perform the tasks of conducting training sessions of new joiners
• Handle other essential tasks under the instructions of the team leader
Achieved bachelor's degree in Commerce University of Mumbai in the year 2004