Team Lead (Customer Care) Job in GoMechanic
- GoMechanic
- 3 to 7 Yrs
- Noida, Gurugram
- 2 months ago
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Job Description
- Supervise and Manage Team: Lead a team of customer service agents, ensuring they provide exceptional service through various communication channels (phone, email, chat, etc.).
- Monitor Performance: Track individual and team performance against KPIs, such as customer satisfaction, response times, and resolution rates.
- Coaching & Training: Provide ongoing coaching, mentoring, and training to team members to enhance their product knowledge, communication skills, and customer handling capabilities.
- Resolve Escalated Issues: Address complex or escalated customer complaints, ensuring timely and satisfactory resolution.
- Develop Team Efficiency: Identify opportunities for process improvement and help streamline customer service operations to increase team efficiency.
- Ensure Adherence to Policies: Ensure all team members are complying with company policies, procedures, and best practices in customer service.
- Maintain Customer Satisfaction: Oversee customer feedback and ensure the team is consistently meeting customer satisfaction goals.
- Reporting: Provide regular reports on team performance, customer feedback, and service trends to senior management.
- Recruitment & Onboarding: Assist in hiring and onboarding new customer support agents to maintain optimal team strength and skills.
- Foster Team Morale: Cultivate a positive and collaborative team culture, addressing conflicts, and ensuring high morale.
- Experience: At least 2-3 years of experience in customer service or customer support, with at least 1 year in a leadership or supervisory role.
- Communication Skills: Excellent verbal and written communication skills, with the ability to guide and motivate a team.
- Problem-Solving: Strong problem-solving skills to address customer complaints and agent challenges effectively.
- Leadership Abilities: Ability to inspire, lead, and coach a team to meet and exceed performance goals.
- Organizational Skills: Ability to manage multiple tasks, projects, and priorities simultaneously.
- Technical Proficiency: Familiarity with customer service software and tools (CRM systems, helpdesk software, etc.).
- Customer-Centric Attitude: A passion for delivering great customer experiences.
- Adaptability: Able to adjust to changing business needs and customer expectations.
Job Title: Team Leader - Customer Support
Job Summary:
The Team Leader in Customer Support will manage a team of customer service agents, ensuring efficient service delivery, fostering a positive work environment, and maintaining high levels of customer satisfaction. The role includes mentoring, coaching, and guiding the team while ensuring adherence to company policies, KPIs, and performance standards.
Key Responsibilities:
Skills & Qualifications:
Employement Category:
Employement Type: Full timeIndustry: Automobile / Auto Ancillaries
Role Category: Customer Care Executive (Call Centre)
Functional Area: Not Specified
Role/Responsibilies: Team Lead (Customer Care) Job in GoMechanic at
Contact Details:
Company: GoMechanicLocation(s): Noida, Gurugram
Keyskills: team leadership customer service customer care
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GoMechanic
A brainchild of two IIM - A graduates; Kushal Karwa and Amit Bhasin, GoMechanic is a network of technology - enabled car service centres, offering a seamless car service experience at the convenience of a tap. With our highly skilled technicians, manufacturer recommended procedures and the promise o...
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