Role

The Team Lead for Complaints and Escalations will be responsible for leading the team, managing customer complaints and feedback through email channels globally, and 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.

Job Responsibilities

- Lead and manage a team responsible for handling customer complaints and escalations received through emails, ensuring timely resolution and high levels of customer satisfaction.
- Oversee the performance of the team, setting goals and providing regular feedback to improve efficiency and effectiveness.
- Develop and implement strategies to handle global customer complaint and feedback maintaining high service standards.




- Ensures adherence to contractual SLAs and manages the overall workflow within the team effectively
- Analyze customer feedback and complaints to identify trends and areas for improvement in service delivery.
- Train and mentor team members, fostering a culture of continuous learning and professional development.
- Ensure adherence to company policies and procedures in handling customer complaints and feedback.
- Prepare regular reports on team performance and customer feedback to present to senior management.
- Utilize CRM tools and software to track and manage customer interactions and complaints efficiently.
- Implement innovative solutions to enhance customer experience and reduce complaint resolution time.

Criteria

- Any Graduate
- Overall 6 years of relevant experience in BPO / Call Centre includes 1 year as Team Lead
- Demonstrated ability to effectively manage complaints and escalations in email and chat operations.
- Analytical and problem-solving skills along with positive interpersonal skills

📌 Team Lead - Email Escalations Process (Navi Mumbai)
🏢 Hexaware Technologies
📍 Navi Mumbai