Team Leader _Customer Care

We have an urgent opening for Team Leader at ODeX India Solutions Pvt Ltd.

Designation: Executive

Experience: 4-7yrs

Location: Vikhroli West

Graduate: Any Graduate

Salary upto 5LPA (based on interview)

Job Responsibilities:

1. Team Management:

• Lead a team of support staff, including assigning tasks, monitoring workloads, and ensuring the timely completion of tasks.
• Provide guidance, training, and mentorship to team members to enhance their skills and professional development.
• Conduct regular performance evaluations and provide feedback to team members, recognizing achievements and addressing areas for improvement.
• Positive and collaborative team culture, promoting teamwork, morale, and a customer-centric approach.

2. Issue Resolution:

• Ensure prompt and accurate resolution of customer problems, escalating complex issues when necessary.
• Monitor and analyze customer feedback to identify recurring issues and develop strategies for improvement.
• Maintain a high level of customer satisfaction by delivering excellent support services and managing customer expectations.

3. Process Improvement:

• Continuously evaluate existing support processes and workflows to identify areas for improvement.
• Streamline support procedures to enhance efficiency, reduce response times, and increase customer satisfaction.
• Collaborate with other departments, such as product, development or quality assurance, to address recurring customer issues and drive improvements in products or services.
• Implement appropriate tools and technologies to automate support processes and enhance productivity.

4. Knowledge Management:

• Develop and maintain a comprehensive knowledge base or documentation system to ensure accurate and up-to-date information for the support team.
• Provide training and resources to team members to enhance their product/service knowledge and troubleshooting abilities.
• Identify knowledge gaps and work with relevant authorities to fill those gaps through training programs or resource development.

5. Reporting and Analytics:

• Collect and analyze support-related data, such as ticket volumes, response times, resolution rates, and customer feedback.
• Prepare regular reports and metrics to track team performance, identify trends, and provide insights to management.
• Utilize data-driven insights to make informed decisions, optimize resource allocation, and improve overall support operations.

6. Team Building and Team Retention:

• To possess strong team-building skills.
• To foster collaboration, promote a sense of unity and camaraderie within the team, and leverage individual strengths to create a high-performing team.
• To build/promote a sense of unity and mutual understanding within the team and should be good at retention of any team member if needed.

7. Collaboration:

• Collaborate with other departments, such as sales, marketing, or product teams, to share customer insights and contribute to product/service enhancements.
• Connect on regular basis with other team leaders or managers to ensure seamless coordination, knowledge sharing, and alignment of goals.
• Effectively communicate updates, changes, and best practices to the support team, ensuring clear and consistent messaging.

8. Emotional Intelligence and Decision Making:

• To empathize team members, create positive work environment and supportive environment.
• To analyze information, consider various perspectives, evaluate risks, and make sound decisions in a timely manner.

9. Adaptability and Time Management:

• Should be open to change, able to adjust plans and strategies as needed, and support team members in navigating transitions.
• Should be able to allocate resources efficiently and manage their own time as well as that of the team members.

10. Grievances Handling:

• Should be an active listener and able to create an open communication environment ensuring that team members know they can approach the team leader with any issues they may have.
• Offer support to the team member raising the grievance, ensuring they feel heard/understood and determine appropriate actions based on the findings of the investigation and the nature of the grievance.
• If necessary, should be able to escalate the matter to higher management or HR, following established protocols and procedures very diligently.