Team Leader – Select Service

from 2 to 7 year(s) of Experience

Job Description



Overview The Customer Support and Service team always represents the voice of the customers. They are responsible for understanding customer requirements, meeting service metrics guidelines, and retaining them. They are saviors to all our members, who reach out to them through call, chat or email.



Role - As a Team leader, you will be responsible for managing the team who does post-sales experience and membership renewal of our personalized customers. To be a successful Team leader, you should be proactive, patient, and able to work in a high-pressure environment. Ultimately, a top performing Team Leader is the one who is a product expert and demonstrates exceptional communication, problem solving and customer service skills.

What you will do in this role

  • Manage post-sales experience and service of premium members of Shaadi SELECT.
  • Must possess Customer Service Attitude.
  • Mentor and develop the team.
  • Effectively manage shift operations
  • Strong Knowledge and Experience on Operational Metrics. (CSAT, AHT, Shrinkage, Quality scores, Maintaining SLA, Attrition management Etc).
  • Handling Escalation calls of Customers
  • Track Customer Satisfaction & ensure closure of complaints
  • Strong Rapport building skills with Team & stakeholders, manage attrition in the team
  • Evolve more effective work process for improving customer interactions
  • Constantly monitor & review performance metrics for achievement of objective
  • To effectively manage Contact Centre operations for constant performance achievements
  • Identify relevant training needs of agents & ensure effective implementation.
  • Interface with IT/HR/ Training/Quality in order to improve the teams Performance



What you should have

  • Bachelors Degree
  • 2 years’ experience developing the above skills
  • Experience must include tele-marketing job
  • Very strong verbal communication skills.
  • Clear diction and clarity in speech.
  • Extremely detail oriented and ability to organize.
  • Problem-solving ability & creative - out of the box thinker
  • Should be familiar with effective objection handling
  • Extremely detail oriented and ability to organize.
  • Strong integrity and work ethics



Key Skills

Desired Candidate Profile

Please refer to the Job description above

Education-

Doctorate:Other Doctorate

Company Profile

People Group

Shaadi.com, part of Anupam Mittal promoted People Group, is one of India's best known Internet brands and the worlds largest matrimonial service. It was founded with one simple objective - to provide a superior matchmaking experience to Indians all over the world. The company pioneered online matrimonials when it launched in 1996 and continues to lead the exciting matrimony category for 18 years. The service has touched the lives of over 35 million people globally and helped 6 million people find their matches. Amongst many other awards, Shaadi.com has been recognized as the Most Trusted Matrimonial site and is amongst the worlds 50 Most Innovative Companies, alongside companies such as Apple, Google, Facebook and Amazon. Shaadi.com has also been recognized as the worlds most engaging brand on Facebook.
View Contact Details+

Contact Company:People Group

Website:http://careers.shaadi.com

Salary:

Not Disclosed by Recruiter

Role Category:

Voice

Role:

Team Leader -(NonTechnical)

Employment Type:

Full Time, Permanent