Team Leader Customer Support
- Thirumeni Finance
- 5 - 7 years
- Bengaluru
- 4 years ago
- Email to a friend
- Report this job
Job Description
Job Description
Varthana is looking for a Customer Experience Manager to manage a team who would be handling Customer interaction through inbound/outbound calls and emails and responding and resolving their queries, requests and complaints. The candidate will be responsible for ensuring high standards of service levels, process adherence and Customer satisfaction while interacting with Customers and the team. The candidate will also ensure higher productivity and performance levels of the team, by doing consistent trainings, regular feedback sessions, coaching and mult-tasking of the team members. The candidate is also expected to be well experienced working with inbound and outbound call centers, MS Office, CRM, Telephony, IVR, Dialers, new fintech innovations eg. WhatsApp, Chatbot etc.
Specific Responsibilities
- Ensuring the adherence of call center and email desk service levels/KPIs
- Setting the process and procedures for resolution of Customer queries, requests and complaints at the call center and email desk
- Ensuring consistent trainings, regular feedback sessions, coaching and multi-tasking of the team members to enhance their productivity, skills and performance.
- Reaching out to non-engaged, irate, delinquent Customers on a regular/project basis
- Sharing the voice of Customer, Customer insights, MIS, reports on a regular basis
- Demonstrating high standards of Customer Experience by focussing on Customer empathy, fulfilling the Customer needs and expectations and making Varthana process and procedures easy and relevant for a Customer to keep them aware and engaged
Interested can share the resume to Pa*******r@va*****a.com
Profile Preferred:
- From Telecom, BFSI, Retail, Hospitality industry background
- Minimum 2-year experience in an inbound/outbound call center as a team leader
- Well trained in MS Office, CRM, Telephony, IVR, Dialers, Email handling
- Very good in listening from, speaking to and convincing Customers
- Highly professional in working with team members and other stakeholders
- Very good in English and good knowledge of minimum one regional language (Hindi, Kannada, Tamil, Telugu )
- Self-motivated, passionate for superior Customer Experience, learning new things, taking initiatives and challenges
Job Classification
Industry: Banking, Financial Services, BrokingFunctional 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: Any Postgraduate in Any Specialization, MBA/PGDM in Marketing
Doctorate: Doctorate Not Required
Contact Details:
Company: Thirumeni Finance Pvt LtdAddress: 5BC-110,3RD FLOOR,VARASIDDHI,SERVICE ROAD,3RD BLOC, K,HRBR Layout, , BANGALORE, Karnataka, India
Location(s): Bengaluru
Keyskills: Phonebanking teamleader Customer Support Team Leading Customer Support Team leader Inbound Outbound Calling
Thirumeni Finance
Thirumeni Finance Pvt Ltd Varthana is the brand name of Thirumeni Finance Private Limited, a Bangalore-based non-banking finance company (NBFC) start-up focused on the education sector. The company, which started operations in January 2013, provides secured and unsecured loans to budget private ...
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