Customer Service Team Lead

JOB DESCRIPTION

Job Code

Band: 2

Level(s):

Designation Title

Team Leader

Role

Reporting to

Manager / Sr. Manager / AGM

About Us

matrimony.com Ltd is one of Indias largest consumer internet companies and the most trusted matrimony brand in the world with a strength of over 3500 associates in India and abroad. We are India's first consumer Internet Company to get listed with market capitalization of more than Rs.2000 Crores.

matrimony.com provides both matchmaking and marriage related services through websites, mobile sites and mobile applications and is also complemented by 130+ company owned retail outlets. Its flagship products are Bharat Matrimony, Community Matrimony and Elite Matrimony in the matchmaking business, with over 5 million active members availing our services. With a strong leadership in matchmaking, matrimony.com has been expanding into highly unorganized $ 55 billion marriage services Industry. Our goal is to build a billion dollar revenue company as a long lasting institution with a legacy for the generations to come. Our offerings in the marriage services business are matrimonybazaar.com and mandap.com

Department Overview

Customer Service department provides professional and high-quality assistance to customers of matrimony.com throughout the customer life cycle.

Role Overview

Ideal candidate would be someone who can lead our representatives to better performance and improve service quality. The call center leader will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes to better support customers. Should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings. The ideal candidate would be responsible for handling customer grievances and queries efficiently and ensure timely resolution by coordinating with the cross- functional departments, also using the opportunity to pitch in for sales wherever possible. The Team Lead should be a subject matter expert evidenced by exceeding all productivity and quality goals.

Key Responsibilities

• Work closely with the team, motivating and coaching them
• Manage day-to-day line activities, prioritise, and make risk/impact assessments within existing processes and procedures towards achieving SLAs, reducing Repeats, increase FTR & OCR.
• Aware of key matrices like AHT, CSAT, quality score, shrinkage, attrition
• Handling escalated calls, complaints, questions, and queries as necessary.
• Carrying out team meetings and actively participating in the monthly and weekly meetings.
• Audit employee calls, tickets and provide both documented and verbal feedback on the improvement areas
• Answering representatives questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
• Ability to interact with the customers directly and take ownership to resolve an issue on behalf of a team member.
• Looking constantly for development as well as continuous improvement for the entire team.
• Monitoring, organizing, and coaching team on a day-to-day basis.
• Documenting general reports on each team member’s performance and targets as well as ensuring that they exceed the targets.
• To drive the sales
• Identifies the root cause for customer complaints and works with the management to provide appropriate solution and avoid repeat complaints.
• Own and manage overall resolution TAT and ensure 100% adherence to agreed turnaround time
• Ensure desired output in terms of Productivity, Quality, CSAT, ASAT

Skill and Competencies

• Multilingual fluency (minimum 1 regional languages and English)
• Interpersonal Skills - Ability to patiently handle diverse customers & easily connect with them
• A passion for customer engagement and a desire to delight customers by taking ownership to resolve the customer’s issues.
• Passion to learn - Ability to acquire in depth Process/product knowledge
• Knowledge of performance evaluation and customer service metrics
• Problem solving ability
• Influencing skills – demonstrated experience in influencing internal/external customers towards a win-win situation.
• Customer focus & able to display a strong sense of urgency
• Strong negotiation skills, conflict management skills
• Ability to work effectively in high stress situations
• Dealing with complexity, analysing information and implementing the company’s vision of customer obsession.

Education and Experience

• Graduation and above
• Minimum 3-5 years of proven relevant experience in team handling of minimum 25-30+ FTEs primarily in inbound contact centre.
• Additional experience in email, chat, social media or escalation desk would be given preference
• Ability to handle multiple queues of inbound, outbound.
• Proficiency in MS-office

Job Location

Chennai