AxisPhone:Customer Service Team Lead - Non VoiceINTERNAL USAGE:No. of Vacancies: Reports to:AxisPhone:Service Head - Non VoiceIs a Team leader?YesTeam Size:15-20 Grade:Manager/Senior ManagerBusiness:Retail OperationsDepartment:�Axis PhoneSub-Department:Axis PhoneLocation:Mumbai/ChennaiAbout Axis Phones
Axis Phones engages with Axis Banks customers and prospects, virtually, through the inbound contact center to provide a seamless experience to customers while fulfilling their service requirements and using the opportunity to provide financial solutions via cross-sell and upsell. Supports sales and operations teams in the day-to-day improvement of transactions and its quality via employee engagement and coaching activities. Keeps a check on any malpractices and defines actions basis severity of incidents. The overall objective is to improve customer engagement leading to superior customer experience with improved productivity and sales effectiveness.





About the RoleThe role manages a team of service executives and coach to ensure total customer satisfaction on every interaction handled by the team and curb any escalations.Key Responsibilities
� Managing a team of 15-20 inbound Client Service Executives and 1 Client Service Coach,
� Ensuring total customer satisfaction on every interaction handled by the team and curb escalations,
� Managing key performance indicators for the team like average handling time, adherence, client experience metrics, sales, quality, digital migration, etc.
� Providing timely resolution and customer communication on escalated cases,
� Ensuring process efficiency by achieving nil defects and quality targets for the team,
� Engaging and developing team members to meet & exceed unit targets on service, sales, and client experience parameters,
� Managing referrals and request closure within timelines,
� Ensuring timely acknowledgement & feedback / coaching on quality, defects, detractors, etc.,
� Conducting timely evaluations and provide devel

📌 AxisPhone:Customer Service Team Lead (Chennai)
🏢 Axis Bank
📍 Chennai