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 cutting-edge 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 valuable interpersonal skills.

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📌 Team Lead Online Reputation Management Mumbai
🏢 Hexaware Technologies
📍 Mumbai