NoBroker - Team Lead - Customer Service - Home Loan Domain (4-5 yrs)

We are looking for a Customer Service Team Lead with a strong background in Home Loans and a passion for delivering exceptional customer experiences.

The role requires leading and mentoring a team of customer service executives while managing escalations and ensuring customer satisfaction.

Roles and Responsibilities:

- Lead and oversee a team of customer service executives in the home loan vertical.

- Monitor and manage customer interactions to ensure high levels of satisfaction and quick issue resolution.

- Act as the point of escalation for complex customer service issues and ensure effective problem-solving.

- Develop and implement strategies to improve customer service processes and enhance team performance.

- Analyze customer feedback and identify opportunities for service improvement.

- Train, mentor, and motivate team members to achieve service excellence and KPIs.

- Ensure adherence to SLA (Service Level Agreements) and maintain quality standards in customer interactions.

- Collaborate with cross-functional teams to resolve service issues and provide customer insights.

- Leverage CRM systems and tools for efficient team management and reporting.

- Stay updated on industry trends and regulations related to home loans to provide informed service to customers.

Skills and Qualifications:

- Proven experience in Home Loans and Customer Support roles.

- Strong customer satisfaction and service management skills.

- Excellent communication and interpersonal abilities.

- Demonstrated ability to lead, mentor, and manage teams effectively.

- Experience in handling escalations and conflict resolution.

- Proficiency in using CRM systems and other customer service tools.

- Analytical mindset with the ability to interpret customer feedback and improve processes.

- Problem-solving skills and a customer-centric attitude