Team Leader - Customer Support and Service
- People Interactive
- 6 - 8 years
- Mumbai
- 4 years ago
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Job Description
Job Description Team Leader (VIP Service)
Overview The Customer Support and Service team always represents the voice of the customers. They are responsible for understanding customer requirements, meeting service metrics guidelines, and retaining them. They are saviors to all our members, who reach out to them through call, chat or email.
Here is what we look for in our Team Leader - We are in the business of finding people happiness and are looking to hire a leader who can lead and motivate the team to achieve the organization vision.
- Deliver WOW: Dont settle for mediocrity. Aspire for new benchmarks and excellence. Passionately seek unconventional solutions that have the potential of redefining customer expectations.
- MAKE it happen: Be outcome focused and measure self by impact delivered.
- Have a strong work ETHIC: Work ethic is about showing up, being on time, being reliable and doing what you say. It is about being a fundamentally good person that others can count on and enjoy working with.
Learn more
Role - As a Team Leader, you will be responsible for managing the team who does post-sales experience and membership renewal of our personalized customers. To be a successful Team leader, you should be proactive, patient, and able to work in a high-pressure environment. The role is a customer interaction, team lead rolewhere the individual is expected to handle escalations, be extremely driven to resolve situations of irate customers, handle the entire consultant team and drive them to achieve sales & service success, through a large and distributed Telesales organization.
What you will do in this role
- Manage post-sales experience and service of premium members of VIP Shaadi.
- Must possess Customer Service Attitude.
- Mentor and develop the team.
- Effectively manage shift operations
- Strong Knowledge and Experience on Operational Metrics. (CSAT, AHT, Shrinkage, Quality scores, Maintaining SLA, Attrition management Etc).
- Handling Escalation calls of Customers
- Track Customer Satisfaction & ensure closure of complaints
- Strong Rapport building skills with Team & stakeholders, manage attrition in the team
- Evolve more effective work process for improving customer interactions
- Constantly monitor & review performance metrics for achievement of objective
- To effectively manage Contact Centre operations for constant performance achievements
- Identify relevant training needs of agents & ensure effective implementation.
- Run Sales initiatives for VIP SHAADI
- Service Delivery and aim to achieve extremely high service quality scores
- Interface with IT/HR/ Training/Quality in order to improve the teams Performance
What you should have
- Bachelors Degree
- 2 years experience developing the above skills
- Experience must include tele-marketing job
- Very strong verbal communication skills.
- Clear diction and clarity in speech.
- Extremely detail oriented and ability to organize.
- Problem-solving ability & creative - out of the box thinker
- Should be familiar with effective objection handling
- Extremely detail oriented and ability to organize.
- Strong integrity and work ethics
- Highly team driven & ability to manage the entire experienced VIP Team
About Us - Shaadi.com is one of Indias best-known brands and the worlds largest matchmaking service. Our vision is to build the worlds first togetherness company! We want to build a leading platform to find a life-partner, discover love and share joy. The togetherness company pioneered online matchmaking in 1996 and continues to lead the exciting matrimony category after more than 2 decades. Our services have touched the lives of over 35 million people globally and helped 6 million people find their love for life, through us.
Culture - What sets us apart from any other company around is our culture and our people. Its not just a nice sounding value for us, it forms our core strength. As culture and people are ever evolving, we are always embracing talent who will not just imbibe our culture but also add their own uniqueness to raise the bar and better it. As an organization, we have an inclusive culture and over a period of time, we have learnt to adapt to peoples styles and quirks.
One of our key values is Create FUN & Positive Energy, we strive to maintain a strong belief in our ability to achieve challenging goals. We aspire to combine positivity with a sense of possibility in everything that we do. We like to have fun and are not afraid to show some weirdness! From Fun Filled Fridays (F3), the day we all relax and chill every month over Music, Food & Drinks to Wednesday Huddles our weekly learning sessions, we never miss an opportunity to come together.
Benefits -
- Attractive Incentive
- Health and Wellness programs
- Wedding Break
- Paternity Leave
If you think this is not the job for you, but perhaps have a friend who would be a perfect fit, send them the link. Thanks!
Job Classification
Industry: BPO, Call Centre, ITeSFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Voice
Role: Voice
Employement Type: Full time
Education
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Post Graduation Not Required, Any Postgraduate in Any Specialization
Doctorate: Doctorate Not Required, Any Doctorate in Any Specialization
Contact Details:
Company: People Interactive (I) Pvt Ltd.Location(s): Mumbai
Website: http://careers.shaadi.com
Keyskills: Attrition Management People management Quality / Training Operations Team Handling Shrinkage CSAT AHT Maintaining SLA
People Interactive
Shaadi.com, part of Anupam Mittal promoted People Group, is one of India's best known Internet brands and the worlds largest matrimonial service. It was founded with one simple objective - to provide a superior matchmaking experience to Indians all over the world. The company pioneered online matrim...
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