Customer Service Team Lead
Published date: 2024/01/10
- Location: Gurugram , Haryana, India
Apply
Customer Service Team Lead
IndusInd Bank
Gurugram, Haryana
Apply
20 hours ago
Full–time
The Customer Service Team Lead role will be responsible for managing the Customer Service team. This role reports to the Head, Customer Service Operations.
Responsibilities
• Manage a quickly growing team to provide a world-class, operations team to delight our rapidly expanding customer base in India
• Handle customers’ enquiries and instructions, whilst ensuring that the Bank’s delivery standards are met in achieving total customer satisfaction.
• Ensure adherence to process & documentation standards (e.g.,forms/checklists, welcome calling, approvals, etc.)
• Ensure that knowledge, skills & capabilities are built across entire team, so as to have internal backups to ensure that work is not hampered in by absenteeism or resignations
• Ensure productivity and quality goals
• Manage team scheduling and capacity planning
• Lead various initiatives with product and other global teams to improve process automation and the customer experience
• Serve as first point of escalation for system issues; support product and engineering teams in issue diagnosis and reporting
• Maintain team documentation and collaborate with other division leads on continuous improvement of team processes
• Collaborate cross functionally on various initiatives for admin, marketing, finance, and collections
Customer Service Team Lead
IndusInd Bank
Gurugram, Haryana
Apply
20 hours ago
Full–time
The Customer Service Team Lead role will be responsible for managing the Customer Service team. This role reports to the Head, Customer Service Operations.
Responsibilities
• Manage a quickly growing team to provide a world-class, operations team to delight our rapidly expanding customer base in India
• Handle customers’ enquiries and instructions, whilst ensuring that the Bank’s delivery standards are met in achieving total customer satisfaction.
• Ensure adherence to process & documentation standards (e.g.,forms/checklists, welcome calling, approvals, etc.)
• Ensure that knowledge, skills & capabilities are built across entire team, so as to have internal backups to ensure that work is not hampered in by absenteeism or resignations
• Ensure productivity and quality goals
• Manage team scheduling and capacity planning
• Lead various initiatives with product and other global teams to improve process automation and the customer experience
• Serve as first point of escalation for system issues; support product and engineering teams in issue diagnosis and reporting
• Maintain team documentation and collaborate with other division leads on continuous improvement of team processes
• Collaborate cross functionally on various initiatives for admin, marketing, finance, and collections
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