Job Title: Team Lead – Customer Service

Job Location: Aurangabad

Job Summary: To take care of the customer service team and delivering the quality service to all our sellers and customers.

Key Responsibilities and Accountabilities:

 Improve customer service experience, create engaged customers and facilitate organic growth

 Take ownership of customers’ issues and follow problems through to resolution

 Set a clear mission and deploy strategies focused towards that mission

 Develop service procedures, policies and standards

 Keep accurate records and document customer service actions and discussions

 Analyse statistics and compile accurate reports

 Recruit, mentor and develop customer service agents and nurture an environment where they can excel through

encouragement and empowerment

 Keep ahead of industry’s developments and apply best practices to areas of improvement

 Control resources and utilize assets to achieve qualitative and quantitative targets

 Maintain an orderly workflow according to priorities

 Experience in providing customer service support

 Excellent knowledge of management methods and techniques

 Proficiency in English (both verbal and written)

 Working knowledge of customer service software, databases and tools

 Awareness of industry’s latest technology trends and applications

 Ability to think strategically and to lead

 Strong client-facing and communication skills

 Advanced troubleshooting and multi-tasking skills

 Customer service orientation

 Proficiency in MS Excel

 Quality assessment of team (calls and e mails)

Key Requirements:

• Medium level Excel knowledge
• Good verbal as well as written English
• Background of customer service or customer care preferred
• Background of logistics preferred
• At least 1 – 2 years of experience as TL

Qualifications:

• Graduate from any stream