team leader customer service
sagility India Private limited
Total years of experience :5 years, 7 Months
Leadership: Providing guidance, direction, and support to the customer service team members, including training, coaching, and mentoring to help them achieve their goals and perform at their best.
Performance Management: Monitoring and evaluating team members' performance, setting performance goals and targets, and providing regular feedback and performance reviews to support their professional development and improve overall team performance.
Quality Assurance: Implementing and maintaining quality assurance processes and standards to ensure consistency and accuracy in customer interactions, including monitoring calls, reviewing correspondence, and providing feedback and coaching to team members.
Conflict Resolution: Handling escalated customer complaints or disputes with professionalism, empathy, and diplomacy, and working towards satisfactory resolutions while upholding company policies and standards.
Reporting and Analysis: Generating and analyzing reports on team performance metrics, customer satisfaction scores, and other relevant KPIs to identify trends, areas for improvement, and opportunities for optimization.
Training and Development: Identifying training needs and opportunities for skill development within the team, organizing training sessions or workshops, and providing ongoing support and resources to help team members enhance their knowledge and capabilities.
Customer Assistance: Providing prompt, courteous, and efficient assistance to customers via various communication channels such as phone, email, chat, or in-person.
Product Knowledge: Possessing a thorough understanding of the company's products or services to accurately address customer inquiries, provide recommendations, and troubleshoot issues.
Communication: Demonstrating excellent verbal and written communication skills to effectively convey information, listen to customer concerns, and provide clear and concise responses.
Team Collaboration: Collaborating with team members, supervisors, and other departments to address customer issues, share knowledge and best practices, and contribute to a positive and cohesive work environm