Job DescriptionRole:
NThe Team Lead for Complaints and Escalations will oversee team performance and manage customer complaints & feedback received through social media channels globally, ensuring a seamless customer experience. This role requires strategic thinking to improve processes and resolve customer issues efficiently. Collaborating with cross-functional teams, the Team Lead will drive team development and maintain high standards in customer service within the process. The position demands a proactive approach to anticipate challenges and implement solutions that align with organizational goals. A critical aspect will be analyzing customer feedback & managing complaints to enhance delivery service and ensure customer satisfaction.
NJob Responsibilities:
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- Lead and manage ateam responsible for handling complaints and escalations, ensuring timely resolution and customer satisfaction. N
- Oversee the performanceof the team, setting goals and providing regular feedback to improve efficiency and effectiveness. N




- Develop and implement strategies to handle global customer complaint and feedback maintaining high service standards. N
- Ensures adherence to contractual SLAs and manages the overall workflow within the team effectively N
- Analyze customer feedback and complaints to identify trends and areas for improvement in service delivery. N
- Train and mentor team members, fostering a culture of continuous learning and professional development. N
- Ensure adherence to company policies and procedures in handling customer complaints and feedback. N
- Prepare regular reportson team performance and customer feedback to present to senior management. N
- Utilize CRM tools and software to track and manage customer interactions and complaints efficiently. N
- Implement creative solutions to enhance customer experience and reduce complaint resolution time. N

nCriteria:
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- Any Graduation N
- Overall 6+ years of relevant experience in BP

📌 Team Lead (India)
🏢 Hexaware Technologies
📍 India