Team Leader- Customer Service Representative

Job Description

Job description

The main Responsibilities include:

• Should have experience in managing lead conversion in CRM.
• Unlocking conversion levels- Analyze the customer journey and identify levers for conversion- Identifying unlocks for each lever- Building strategies for implementing these unlocks.
• Track conversions on a daily basis and own conversion metrics- Own the entire product flow from lead capture to client conversion.
• Understand user behavior & provide data-driven recommendations to increase engagement & conversion rate.
• Optimize the lead-to-customer conversion rate.
• Increase funnel marketing efficiencies by continuous feedback to marketing team.

Other Duties and Responsibilities as CSR Team Lead:

• Ensure each support team member has agreed Objectives and a Performance Development Plan.
• Ensure that regular one to ones are held with team members.
• Direct reporting line management of Support Representatives.
• Ongoing Quality Control and auditory of responsibilities for team members.
• Monitor the team to ensure everyone completes tasks and identify capacity within or across teams to manage workflow in order to meet the target.
• Identification and quantification of opportunities for improvement based on customer’s feedback.
• Day to day escalation point for the internal Customer Service team.
• Managing customer social reviews, complaints and inquiries from multiple channels.
• Training of new support representatives.
• Leading, motivating as well as providing ongoing coaching and training to the Customer Service team.
• Contributing to the combined global Customer Service team, working collaboratively as one team to achieve strategic objectives.
• Collaborating with team members to identify improvements to customer service processes.

Other requirements:

• Excellent verbal and written communication skills.
• Ability to coach, inspire and develop teams.
• Ability to adapt quickly to a start-up pace environment and culture.
• Decision making, problem-solving and advocating for customer solutions.
• Enhancing systems and processes and feedback loops.
• Produce reports and present daily & monthly results.
• Ability to work in a multicultural, challenging and dynamic work environment.
• Ability to work in a multi-geographical customer service team, with variable shifts (including weekends).
• Should have strong background in truthful customer relationship.

Job Types: Full-time, Regular / Permanent

Salary: ₹35,000.00 - ₹45,000.00 per month

Benefits:

• Cell phone reimbursement
• Commuter assistance
• Health insurance
• Internet reimbursement
• Paid sick time
• Paid time off
• Provident Fund

Schedule: Rotational shift

Expected field of experience: Minimum 4-5 years of experience in Banking Sales (credit cards), Insurance Sales, Online sales & Loan Department.

Language:
Malayalam (Required)
English (Required)
Hindi (Required)