This role involves leading a Customer Contact Team (CCT) to ensure efficient and effective customer support operations and a positive customer experience.

Responsibilities:

- Lead and supervise a team of CCT representatives, providing guidance, coaching, and performance feedback.
- Oversee daily CCT operations, including call handling, email responses, and chat support, ensuring adherence to service level agreements (SLAs).
- Develop and implement strategies to improve customer satisfaction and team productivity.
- Conduct regular team meetings and training sessions to enhance skill sets and knowledge of products/services.
- Handle escalated customer inquiries and resolve complex issues with professionalism and efficiency.
- Monitor team performance metrics, analyze data, and generate reports for management.
- Collaborate with other departments to ensure seamless customer service and problem resolution.
- Ensure compliance with company policies, procedures,



and regulatory requirements.
- Participate in the recruitment and onboarding of new CCT team members.

Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 3-5 years of experience in a customer service role, with at least 1-2 years in a supervisory or leadership position.
- Proven ability to lead, motivate, and develop a team.
- Excellent verbal and written communication skills.
- Strong problem-solving and decision-making abilities.
- Proficient in using CRM software and other customer service tools.
- Ability to work effectively in a fast-paced and energetic environment.
- Strong organizational and time management skills.
- A customer-centric approach with a passion for delivering exceptional service.

Any Graduates

📌 Team Lead - CCT (Mumbai)
🏢 Credit Saison India
📍 Mumbai