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Position Overview: We are seeking a dynamic and experienced individual to join our team as a Customer Service Team Leader. The ideal candidate will be responsible for overseeing a team of customer service representatives, ensuring exceptional service delivery to our valued customers. This role requires a strong focus on people management, product knowledge, and process improvement.

Key Responsibilities:

People Management

- Lead, mentor, and motivate a team of customer service representatives to achieve performance targets and objectives.
- Conduct regular performance evaluations, provide feedback, and identify areas for improvement.
- Develop training programs to enhance the skills and knowledge of team members.
- Foster a positive and collaborative work setting that encourages teamwork and continuous learning.
- Handle escalated customer issues and complaints effectively, demonstrating professionalism and empathy.

Product Knowledge

- Develop a deep understanding of our products and services to effectively support customers and provide accurate information.
- Stay updated on product updates, features, and specifications to ensure team members are well-informed.
- Conduct product training sessions for team members to enhance their product knowledge and improve customer service delivery.
- Collaborate with product development teams to provide feedback based on customer insights and experiences.

Process Improvement

- Identify areas for process improvement within the customer service department and implement strategies to enhance efficiency and effectiveness.
- Analyse customer service metrics and performance data to identify trends and opportunities for improvement.




- Develop and implement best practices and standard operating procedures for customer service operations.
- Work closely with cross-functional teams, including sales, marketing, and operations, to streamline processes and improve the overall customer experience.

Communication and Collaboration

- Maintain open and transparent communication channels with team members, peers, and leadership.
- Collaborate with other departmental leaders to ensure alignment of goals and objectives.
- Act as a liaison between the customer service team and other departments to facilitate smooth coordination and resolution of issues

Desired Profile / Criteria / Skills :

Qualifications and required skillsets:
- Bachelor's degree in business administration, marketing, or a related field.
- Proven experience in a customer service leadership role [minimum 5 years], with a track record of success in managing teams and achieving performance targets.
- Excellent communication [Verbal & written], interpersonal, and problem-solving skills.
- Strong analytical abilities with the ability to interpret data and make data-driven decisions.
- Proficiency in customer service software and CRM systems.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
- Customer-centric mindset with a passion for delivering exceptional service.
- Availability to work flexible hours, including evenings and weekends, as needed.
- Knowledge of industry-specific regulations and compliance standards.
- Familiarity with telephone etiquette and call centre procedures.

Offered Benefits / Facilities :

- Relocation Benefits
- Medical Insurance

📌 Deputy Manager- Customer Delight (Marathi / Telugu) (Mumbai)
🏢 Mantras2Success
📍 Mumbai