Location: Panampilly Nagar
Employment Type: Full-Time
About the Role
We are looking for a dynamic and experienced CRE -Team Leader to lead our Head Office centralized customer relationship team. The ideal candidate will be responsible for supervising the CRE team, managing lead distribution, ensuring timely follow-ups, handling escalations across all studios.
Key Responsibilities
Team Management & Supervision
- Lead, guide, and monitor the Centralized CRE team
- Track daily performance, attendance, and productivity
- Conduct regular reviews and team meetings
Lead Management & Monitoring
- Oversee lead allocation to respective studios
- Ensure timely follow-ups and proper closure of leads
- Monitor response time and prevent lead leakage
- Track conversion support performance
Escalation Handling & Coordination
- Handle escalated client complaints and unresolved issues
- Coordinate with studios and departments for smooth operations
- Ensure professional and customer-friendly communication
Training & Process Improvement
- Train and mentor new CREs
- Monitor call quality and data accuracy
- Suggest improvements to enhance efficiency and customer experience
Reporting
- Prepare performance reports on leads, follow-ups, conversions, and KPIs
- Report directly to the Marketing Head
Required Skills & Attributes
- Strong leadership and team handling skills
- Excellent phone and communication skills
- Excellent communication skills in English
- Organized and detail-oriented
- Good analytical and reporting ability
- Calm and professional in handling escalations
- Customer-focused and result-driven
- Experience in CRM systems preferred
Job Type: Full-time
Pay: ₹25,000.00 - ₹30,000.00 per month
Benefits:
Work Location: In person
