Job Description

Role:

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The 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.

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Job Responsibilities :

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- Lead and manage a team responsible for handling complaints and escalations, ensuring timely resolution and customer satisfaction.
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- Oversee the performance of the team, setting goals and providing regular feedback to improve efficiency and effectiveness.
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- Develop and implement strategies to handle global customer complaint and feedback maintaining high service standards.
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- Ensures adherence to contractual SLAs and manages the overall workflow within the team effectively
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- Analyze customer feedback and complaints to identify trends and areas for improvement in service delivery.
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- Train and mentor team members, fostering a culture of continuous learning and career development.
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- Ensure adherence to company policies and procedures in handling customer complaints and feedback.
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- Prepare regular reports on team performance and customer feedback to present to senior management.
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- Utilize CRM tools and software to track and manage customer interactions and complaints efficiently.
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- Implement innovative solutions to enhance customer experience and reduce complaint resolution time.
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Criteria :

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- Any Graduation
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- Overall 6+ years of relevant experience in BPO / Call Centre. Minimum 1 year as Team Lead handling Online reputation Management team (ORM)
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- Ability to handle escalations.
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- Analytical and problem-solving skills along with good interpersonal skills.
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📌 Team Lead - Online Reputation Management (Mumbai)
🏢 Hexaware Technologies
📍 Mumbai