Customer Service Team Lead (Gujrati)

A) Requirement

• Graduate in any field 
• Proficient in Gujarati Language 
• 3-5 years of total relevant work experience in International Customer SeNice of which at least 1 year of experience leading teams 
• Good business sense with problem solving and analytical skills 
• High on customer centricity 
• High standards of Written /Verbal communication skills in Hindi & English Mandatory
• Strong interpersonal skills 
• Goal-oriented, proactive and self-managed 
• Active user of Internet and is computer savvy 
• Must be able to work on a flexible schedule (including weekend and night shift work) 

B) Responsibilities 

• Lead a team of customer service Personnel .
• Contributing to and managing individual and team performance against agreed service levels . Team motivation, coaching, and development .
• Possess deep subject matter expertise (product knowledge) .
• Quality monitoring .
• Handling or raising escalations as appropriate .
• Reviewing work practices and processes and implementing improvements in order to improve productivity, service levels and customer satisfaction .
• implement changes to services, policies, procedures, resources and facilities in order to positively and flexibly meet business requirements