Job Detail

Job Description

Team Lead

Essential educational Qualification and experience

• Depending on language of call handled: Fluency in English.
• 10+2/Any Graduation
• Interested in handling international customer on calls.
• Multi-lingual skills are a strong plus.
• Must have excellent communication (written and oral) and customer service skills.
• Should be ready to work in shifts if needed

Essential skills

• Knowledge of customer service principles and practices
• Ability to analyze, escalate, or resolve customer questions within established protocols.
• Must be adaptable and show engagement through regular change.
• Experienced with both phone and written customer support.
• Intermediate proficiency with Microsoft Office and Google Suite apps
  (drive, Gmail, g-docs, g-sheets)
• Excellence in attention to detail and organization skills
• Ability to maintain professionalism when communicating with customers.
• Proven conflict resolution skills
• Demonstrated ability to collaborate within a team environment.
• Proven ability to learn quickly.
• Proven ability to produce consistent high-quality work.
• Proven negotiation skills and patience that create a positive customer
• Demonstrated critical thinking skills to facilitate problem solving and proactive error prevention.
• Proven time management and organizational skills
• Punctuality and self-discipline

Operational Responsibilities

• Perform inbound and outbound calls to answer queries
• Answer center specific and general queries Center information, feedback/complaints, center change.
• Resolve Inquiries which are not contained by virtual assistant – smart IVR/ intelligent BOTDeals directly with internal and external customers via telephone (inbound & outbound) and electronic channels.
• Respond promptly to internal and external customer inquiries.
• Responsible for day-to-day work and adherence to process flows.
• Compliance with the obligations as Client Contractual agreement and other
  SOP requirements
• Ensures all the records and documents maintained as per organizational requirements.
• Reporting to the Team Lead on performance, query status and any escalations
• Participates in cross-functional and cross-business process improvement initiatives.
• Obtain and evaluate all relevant information to handle inquiries and complaints.
• Direct or escalate requests and unresolvable issues as needed.
• Assists with mentoring and training new employees (as required)

Skills Required

• Communication Skills