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Customer Service Team lead - Customer Support

6 - 10 Years

you’ll be our: Team Lead – Customer Service

you’ll be based at: IBC Knowledge Park, Bengaluru

you’ll be Aligned with: Business Team

you’ll be a member of:  Customer Service

 

What you’ll do at Ather:

  • Accountable for achieving Customer Service KPIs and high standards of customer satisfaction scores (CSAT).

  • Managing all SLA’s on a daily, weekly and monthly basis.

  • Hands on Experience on handling Emails and understanding of email process flows, tracking and reporting

  • Maintain a healthy First Response time and drive tickets to closure by co-ordinating with respective stakeholders

  • Ensuring high standards of customer experience delivered to all the customers on calls/ email/social media

  • Achieve superior business results through outstanding management of highly motivated, high-performing team(s) and the growth and development of individuals.

  • Improve Customer Satisfaction through effective collaboration with internal stakeholders

  • Handle Manager level escalation calls

  • Manage absenteeism, schedule adherence and responsible for rostering based on call arrival patterns.

  • Understanding of call centre tools, systems and processes especially CRM.

  • Synthesize the diverse feedback from the users across different queues, social media & app store platforms, influence and mediate between the users and product team.

  • Provide MIS, submit weekly reports and escalate issues on an on-going basis.

  • Controlling attrition of the team and keep them motivated.

  • Regular 1-2-1/team meetings with all individuals.

  • Collaborate with other team managers to ensure healthy cross-team functioning.

  • Conducts meetings and presentations with other stakeholders regarding ongoing operations, status and progress against performance metrics, communicate new or updated programs and work on implementation plans to ensure supreme customer experience.

  • Collaborate with the learning and development vertical to ensure training being delivered based on TNI.

  • Continuously report any bugs/downtime in the tools to the software team and make sure that it is fixed in a timely way.


Here’s what we are looking for: 

  • Flair for customer service, self-motivated, team player and right attitude to help a customer

  • Prior CS exposure/ experience in handling customer on calls and emails

  • Communication and articulation skills, multilingual preferred

  • Building and maintaining a good rapport with the customers and team members

  • High energy levels, persuasiveness, and handling problems.

  • Calm, composed and problem solving abilities.

  • Customer convincing capabilities

  • Team Player who can stand up and deliver at times of crisis

You bring to Ather:

  • 4-5+ years’ experience in handling customer calls/ emails and atleast one year in handling a team size of 15 or more

  • Good written and verbal communication. Multilinguals preferred

  • Automobile industry background with technical skills preferred

  • Should be comfortable working on Google sheets and excel.

  • College or University degree in any discipline 

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