Lead - Customer Care (8-10 yrs)

Job Role : Customer Care Lead

Industry - Logistics

Female candidates required !

Please note - This role requires Client visits at State/Pan India level (As per the necessity)

Apply only if you're comfortable.

Must have 8+ years of experience from Logistics Industry working in Customer service profile with team handling experience.

Location - Mumbai - Andheri (work from office)

Shift - Day time (10 AM to 7 PM)

Job Description :

- Managing a team : Overseeing a team of customer service representatives, hiring and onboarding new employees, and providing training to ensure they can answer customer questions

- Maintaining Cross Departmental Relationship.

- Setting goals: Creating and tracking goals for the customer service team and helping team members reach them.

- Tracking Daily Enquiries and Calls and evaluating the cases for designing the solutions for future.

- Maintain a positive relationship between both parties for future business ventures.

- Providing customer service: Answering customer questions, resolving problems, and maintaining customer satisfaction.

- Handle complex questions and complaints.

- Managing workflow: Overseeing the daily operations of the customer service department

- Ensuring Process Designing and Regular Training for Customer Care Performance Excellence.

- Must have Excellent and Thorough Knowledge for all type of Technical Developments.

- Developing programs: Assisting in developing a customer loyalty program like C Sat, NPS

- Monitoring cases: Tracking the progress of customer cases in the company & system

Some Mandatory skills that are useful for a customer service Lead includes:

- Empathic & Energetic

- Communication Skill

- Problem-solving Attitude

- Expert in Data analysis

- Proficient in customer service technology