Shine.com
Website:
shine.com
Job details:
Designation: Team Lead - Customer Support (Inbound )
Location: Pune
Experience: 2+ Years
Salary Range: upto 5 LPA
Job Profile
We are looking for candidates with relevant experience in handling inbound and chat processes, along with team handling skills.
- Supervise and manage a team responsible for handling inbound calls, chats, emails, customer queries, and reviews on iOS.
- Ensure all customer interactions (calls, chats, and emails) are promptly addressed and resolved within established service level agreements on a daily basis.
- Provide guidance and support to team members, including training on call handling, chat/email etiquette, query resolution techniques, and product knowledge.
- Monitor team performance and productivity, identify areas of improvement, and implement strategies to optimise efficiency.
- Conduct regular quality assessments of calls, chat conversations, and email responses to maintain high customer service standards.
- Act as a point of escalation for complex or sensitive customer issues, coordinating with other departments for timely resolution.
- Lead a team of at least 10 executives and ensure smooth day-to-day operations across inbound and chat processes.
- Create a collaborative and positive team environment.
- Motivate the team to consistently achieve and exceed their targets
Requirements
- Minimum 2 Years of relevant work experience is required.
- Proficient in Hindi English (Written and verbal)
- Willing to work on Sundays / holidays as required by the company.
- Willing to work extended hours as per business requirements.
Company Profile
A fintech- lending and financial inclusion platform. We are addressing the credit needs of the underserved/under-banked segment of society.
We provides short-tenure microloans through its app (iOS Android). It is designed to improve access to affordable credit.
Thanks Regards,
Archie Jain
+91 7227046630
This job is provided by Shine.com
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