Job Description

Manage and monitor the performance of the Customer Service team.
Coordinate with internal departments such as Collections, Credit, Sales, Operations, Finance, Legal, and other relevant teams for resolution of customer concerns.
Monitor adherence to defined SLAs/TATs and identify delays or process gaps.
Ensure proper documentation and maintenance of customer complaints and service requests.
Prepare and review MIS reports relating to customer complaints, TAT, productivity, escalations, and resolution rates.
Conduct regular quality checks on customer interactions, emails, and complaint responses.
Ensure that customer communications are accurate, qualified, and aligned with company policies and approved communication standards.
Manage workload allocation within the team to ensure optimum productivity and timely resolution.
Track team performance against defined KPIs and take corrective action where required.
Identify training requirements and coach team members on product knowledge, processes, communication, and customer handling.
Conduct regular team huddles, provide feedback, and support team members in improving their performance.

Key Responsibilities:

📌 Team Lead - Customer Service (Mumbai)
🏢 Auxilo
📍 Mumbai