Customer Service Lead

Key Responsibilities:

1. Team Leadership & Management:
• Supervise and manage a team of customer service representatives.
• Provide coaching, training, and mentorship to ensure team members are performing at their best.
• Monitor team performance, set goals, and ensure KPIs (Key Performance Indicators) are met.
• Conduct performance reviews and offer constructive feedback.
• Handle escalated customer issues and ensure resolution in a timely and satisfactory manner.
2. Customer Support:
• Act as the first point of contact for complex or escalated customer inquiries.
• Resolve issues or complaints that team members cannot handle, ensuring customer satisfaction.
• Communicate with customers via phone, email, or chat, ensuring a positive customer experience.

3. Reporting & Analytics:

• Track and analyze customer service data (e.g., response times, resolution rates, customer satisfaction scores).
• Prepare and present regular reports on customer service team performance to upper management.
• Use data insights to identify areas for improvement and optimize team performance.

3. Collaboration:

• Work closely with other departments (e.g., sales, technical support, and marketing) to resolve customer issues.
• Ensure the customer service team is informed about new products, services, or changes to company policies.
• Collaborate on initiatives to improve overall customer experience and satisfaction.

4. Process & Policy Development:

• Assist in developing customer service policies, procedures, and best practices.
• Stay updated on industry trends and customer service technologies to implement efficient processes.

5. Motivating & Engaging the Team:

• Foster a positive and supportive work environment to enhance team morale.
• Recognize and reward exceptional team performance.
• Create team-building opportunities to enhance cohesion and productivity.

• Bachelor’s degree in Business, Communications, or a related field (or equivalent experience).
• Proven experience (5+ years) in customer service, with at least 2 years in a supervisory or leadership role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Conflict resolution and problem-solving abilities.
• Familiarity with CRM (Customer Relationship Management) software (e.g., Salesforce, Zendesk).
• Knowledge of customer service metrics (CSAT, NPS, first-response time, etc.).
• Ability to adapt to changing customer needs and business requirements.
• Familiarity with the real estate industry.

⛽ Fuel Allowance

🏥 Medical Insurance

🍽 Free Lunch Facility (In-house)

🏋‍♂️ GYM Passport (Panel Gym's Free of Cost)

💰 Participatory Fund

💲 Market Competitive Salary

💻 Learning & Challenging Work Environment

👨‍💻 Amazing Work Culture

🛫 Paid Time off

👨‍👩‍👧‍👦 Group Life Insurance

💸 Gratuity

⏳ Maternity Leaves and many more