Customer Experience Team Lead (Complaint Handling)

Team leader will be directly responsible for tasks including (but not limited to):

Evaluate customer feedback and identify ways to maximize customer satisfaction.
Maximize booking conversion and ensuring that customers are successfully shown up at centers.
Mentor and develop the skills of team members through coaching and training.
Monitor performance and lead the team to achieve key performance indicators (KPIs) and provide an excellent service to customers.
Perform quality monitoring as required to improve overall service quality.
Provide strategy & achievement plan to ensure team members achieve daily, monthly sale targets.
Manage the Customer Experience, Inbound and Outbound Sales team.
Oversee the day- to- day operations of our teams.
Train new joiners and existing members in selling skills, soft skills, call handling, ticket handling, and communication skills.
Prepare training material, scripts based on analysis. Support management team to build SOP.
Analyze sales metrics and prepare performance reports.
Ensure that internal policies, procedures, and compliance regulations are being followed Identifying operational / training issues and helping team in fixing these gaps.

Organizational skills with the ability to handle multiple tasks; prioritize effectively and demanding workload.
Well- developed communication skills, ability to communicate to all levels.
Able to understand customer requirements and deliver an excellent level of service.
Flexibility with the department’s shift rotation pattern.
Knowledge of customer service software and systems.
Good at English.
Pro- active, hardworking and detail oriented.
Effective team co- ordination and leadership skills.
A high level of commercial awareness.
Excellent team player.
At least 1- 2 years’ experience in tele- sales environment in similar role.
Sale and Problem- solving skills.
Experience in providing performance feedback to motivate and mentor agents.
Ability to identify and analyze data for trends.
Intermediate to advanced reporting skills.

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Cập nhật gần nhất lúc: 2025-10-08 16:20:02