Job Title

Role: Lead – Customer Service RepresentativeLocation: Powai, Mumbai (Days: 6 days workingJob Description: The Customer Service Lead is responsible for overseeing the daily operations of the customer service team, ensuring excellent customer service is delivered at all times. This role involves managing a team of customer service representatives, handling escalated customer issues, implementing service improvement strategies, and ensuring that company policies and procedures are followed.Job Responsibilities: Supervise and lead a team of customer service representatives. Efficiently handle and resolve customer escalations, complaints, issues, and concerns to ensure customer satisfaction. Conduct regular performance evaluations and provide constructive feedback. Schedule and manage shift allocations to ensure coverage. Provide assistance and guidance to team members in resolving complex customer issues. Ensure a high level of customer satisfaction and maintain a positive company image. Recommend and implement process improvements to enhance service delivery. Flexibility to work in shifts, including evenings, weekends, and holidays as required.Skills: Proficient in using customer relationship management (CRM) software and other relevant tools.  Good knowledge of Microsoft Office Suite (Word, Excel, Outlook, etc.) or google suite. Strong leadership and team management skills. Excellent communication and interpersonal skills. Strong problem-solving and conflict resolution abilities. Ability to multitask and manage time effectively. Detail-oriented with strong organizational skills.