Customer Service Team Leader (Lending Fintech)
Job Responsibilities:
- Team Operations & Performance: Responsible for team scheduling and real-time floor management; monitor key performance metrics including answer rate, response time, first-contact resolution rate, and CSAT to ensure team KPIs are met.
- Escalation & Risk Management: Handle on-site complex queries and step in to manage escalated complaints; handle emergencies appropriately to mitigate service and operational risks.
- Quality Assurance & Coaching: Conduct regular quality checks on service records; oversee training for new and existing team members, correct non-compliant behavior, and continuously improve service quality.
- Process & Knowledge Improvement: Aggregate and analyze high-frequency customer issues to drive knowledge base (FAQ) updates and process optimizations; collaborate across teams to ensure end-to-end issue resolution.
Job Qualifications:
- Education & Experience: Associate degree or above; 2+ years of frontline customer service experience, including at least 1 year in a Customer Service Team Lead role.
- Leadership & Execution: Strong team cohesion and coaching abilities; highly execution-driven with a focus on enhancing customer experience and team productivity.
- Empathy & Soft Skills: Highly empathetic with the ability to accurately identify customer needs, perceive emotional cues, de-escalate situations promptly, and prevent complaints.
- Technical & Operational Skills: Proficient in Excel and CRM platforms; familiar with core customer service performance management frameworks.
- Language Proficiency: Native English or Hindi, or professional working proficiency in either language.
Tipo de puesto: Tiempo completo
Sueldo: ₹50.000,00 - ₹150.000,00 la hora
Lugar de trabajo: Empleo presencial
