Customer Service Team Lead (Gujrati)

Job description

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