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Team Leader Customer Service

Hyderabad, Andhra Pradesh

Anlage Infotech (I) Pvt. Ltd

Job Description

Receive and provide verbal and written response to customer inquiries utilizing the Customer Relationship Management (CRM) system, ensuring that customer inquiries are handled correctly and efficiently, in support of current Service Level Agreements, Key Performance Indicators, and in conjunction with departmental policies and procedures
Assist customers with questions relating to Invoicing, Order Requests, including Requests for Back Issues of legacy print products; Subscriptions; Renewal Inquiries; Replacements for Missing or Defective Issues; Modifications to Existing Subscriptions; Customer Contact and Address Changes and Account Updates; Payment Inquiries; and General Product or Pricing Inquiries
Maintain a productive caseload in support of the overall production requirements
Achieve quality and efficiency improvements by enhancing the consistency of the customer experience
Maintain an acceptable ratio of aged cases, initiating follow-up in a timely manner
Efficiently resolve customer problems and/or questions related to products and services
Process all customer inquiries in a professional, accurate, courteous and timely manner
Identify customer trends due to reoccurring issues and escalate appropriately
Complete and demonstrate a progressive understanding of the training requirements as identified by supervisor/manager
Assume ownership of customer inquiries until resolution is provided to the customer's satisfaction
Provide account and user support for billing and accounting matters and general account maintenance.
Interpret and analyze customer needs to resolve inquiries and improve product utilization
Search internal Knowledge Management database and select appropriate solutions to resolve customer inquiries
Interact and work collaboratively with internal support teams in a professional and tactful manner to resolve customer inquiries
Provide internal referral groups with thorough and accurate descriptions of customer issues
Integrate feedback provided by supervision into standard work practices
Continue to develop technical knowledge by monitoring computer and information industry trends, taking internal courses and attending scheduled product training
Undertake other reasonable duties/ tasks delegated by supervisor/manager
Possess strong understanding of customer service process and procedures and help peers/ team-members as a subject matter expert, enabling them to perform to the best of their potential
Coordinate implementation and reiteration of process and procedures as directed by the manager
Engage in operations reporting, analytics, meetings, and training based on manager directives.
Strong understanding of quality practices in the department and engage in quality auditing or quality management activities as directed by the manager
Coordinate with peers/ team-members to review open cases and help them resolve cases appropriately and thus enabling them to achieve departmental goals and objectives on timeliness and customer satisfaction


Required Skills/Experience:
Experience with Contact Center Operations and CRM functionality
Excellent Email writing, phone handling, interpersonal communication and problem-solving skills
A good team player with the ability to work on their own initiative with minimal direct supervision
Organized and detail oriented, with the ability to multi-task in a diverse and matrix environment
Demonstrated ability to meet deadlines and organizational goals using effective organization and planning skills
Service-oriented, with the ability to provide empathetic customer support within policy guidelines and established procedures
Ability to meet deadlines

Experience in a Contact Center or Support Desk environment
Demonstrated customer service and/or technical support experience
Bachelor's degree or equivalent required

Company Description

Welcome to Anlage HRO Services (an-lage pronounced as än-lej), an HR & IT consulting... organisation, providing staff augmentation, recruitment and executive search services, where talent meets promise. With our diverse gamut of services, we bring exemplary forte to business across verticals.   Read full description

Additional Information

Last updated:
Job type:
Full time
Position type:
Minimum experience:
Between three and five years
Compulsory Education
Jobs in Customer Service / Call Centre / Operations / Data Entry
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