Findoc Investmart pvtLtd Hiring for Customer service – Team Lead (B2B, B2C) at Mumbai Full Time

Job title: Customer service – Team Lead ( B2B, B2C )

Findoc Investmart Pvt Ltd is seeking a highly motivated and experienced Customer Service Team Leader to join our team. The successful candidate must have proficient knowledge of stock market workings and products, and will be responsible for leading our B2B and B2C customer service teams and ensuring that our clients receive excellent customer service and support.

Responsibilities:

1. Lead and manage our B2B and B2C customer service teams, including setting performance goals and targets, providing coaching and training, and conducting performance evaluations.

2. Ensure that our clients receive excellent customer service and support, including resolving customer inquiries and complaints, and providing information and assistance with our products and services.

3. Monitor customer service performance, including call volume and response times, and take appropriate action to improve performance and ensure customer satisfaction.

4. Develop and implement customer service policies and procedures, and ensure that they are consistently followed by our customer service teams.

5. Collaborate with other departments, including sales, marketing, and product management, to ensure that customer needs and expectations are met.

6. Prepare and analyze customer service performance reports, including customer feedback and survey results, and present findings and recommendations to management.

7. Participate in special projects and initiatives as needed, including process improvement initiatives, training and development programs, and customer service technology initiatives.

Targets:

1. Improve customer satisfaction, as measured by customer feedback and surveys.

2. Improve customer service performance, as measured by call volume and response times, and ensure that customer inquiries and complaints are resolved effectively and efficiently.

3. Foster a positive and customer-focused culture among our customer service teams, and ensure that they are well-trained and equipped to provide excellent customer service and support.

4. Continuously improve customer service processes and procedures, and ensure that they are consistent with industry best practices and our company goals and objectives.

Requirements

Skills:

1. Excellent leadership and team management skills, with the ability to effectively motivate and coach a team of customer service representatives.

2. Strong communication and interpersonal skills, with the ability to effectively communicate with clients, colleagues, and other stakeholders.

3. Excellent customer service skills, with the ability to resolve customer inquiries and complaints effectively and efficiently.

4. Proficient knowledge of stock market workings and products.

5. Strong analytical and problem-solving skills, with the ability to identify and resolve customer service issues and make recommendations for improvement.

6. Proficient in Microsoft Office, including Word, Excel, and PowerPoint.

7. Ability to work independently and as part of a team.

Experience:

1. A minimum of 5 years of experience working in customer service, with a minimum of 2 years of experience in a team lead or management role.

2. Proven experience working for a stock broker in customer service.

3. Experience with customer service technology and tools, including CRM and call center software.

4. Demonstrated success in leading and managing a customer service team and achieving customer service goals and objectives.

Experience:

No. of Position: 1

Location – Mumbai

Company Website: www.myfindoc.com

Job Types: Full-time, Regular / Permanent

Salary: ₹1,000,000.00 – ₹1,200,000.00 per year

Benefits:

• Health insurance
• Provident Fund

Schedule:

• Day shift
• Flexible shift

Supplemental pay types:

• Yearly bonus

Ability to commute/relocate:

• Unit 07A103, Mumbai – 400059, Maharashtra: Reliably commute or planning to relocate before starting work (Required)

Experience:

• total work: 2 years (Preferred)