Lead Customer Care Representative
- Bangalore, Karnataka
- Permanent
- Full-time
- Assist in the recruitment and hiring of the most qualified applicants to meet the needs of the Customer Care team.
- Train, mentor, and manage all CCRs in line with company policies and procedures. Conduct monthly customer care audits.
- Develop and implement standard methodology processes throughout the organization to ensure efficiency, leading to lower costs and enhanced customer service.
- Develop training curricula and personal development plans for all staff. Conduct training to achieve goals and service standards.
- Liaise with other functions to ensure alignment and an enhanced customer experience, including Planning, Logistics, Sales, Marketing, and Finance.
- Address problems impacting the service, efficiency, and productivity of the Customer Care group. Raise concerns promptly. May build cross-functional teams to resolve issues.
- Analyze and summarize data on all facets of the operations to drive clarity and strategic decision-making.
- Provide immediate supervision to Customer Care staff and operate independently in a complex environment.
- Strategically manage operational responsibilities beyond just getting the job done.
- Develop the team and establish processes that apply team skills effectively to achieve goals.
- Handle advanced customer service issues through direct action or referral to the appropriate department.
- Proactively identify, define, and solve complex problems that impact the team's functioning. Anticipate business challenges and recommend process or service improvement plans.
- Open and maintain customer accounts by recording account information.
- Coordinate annual reviews and performance improvement plans.
- Participate and significantly influence functional strategy.
- Lead projects within the team to achieve achievements and objectives.
- Graduate with 6-7 years of experience in a core customer service function.
- Order Management and experience in end-to-end customer service transactions in Quote to Cash.
- Proven customer service experience with a track record of exceeding quotas.
- Strong phone contact handling skills, excellent email writing skills, and active listening.
- Familiarity with CRM systems and practices.
- Customer orientation and adaptability to different character types.
- Excellent communication skills.
- Ability to multitask, prioritize, and manage time effectively.
- Order Management, Customer Service, Issue Resolution, Customer Retention, Listening Skills, Phone Skills, Email Etiquette, Conflict Resolution, Multitasking, Positive Attitude, Attention to Detail, People Orientation, Data Analysis, Problem Solving, Adaptability, Ability to Work Under Pressure, Computer Skills.