Team Lead – Customer Service Representative – Infosys BPM Limited – Full Job Description
Company: Infosys BPM Limited
Location: Bengaluru, Karnataka
Job Type: Full-time
Salary: Negotiable
Key Responsibilities:
- Needs to have a Customer support Team Leading experience (Team Lead Experience)
- Needs to have e commerce retail sales experience in Fashion industry (E-commerce Sales, Fashion Industry)
- For TL roles candidate needs to have people management experience (People Management)
- Conducting performance reviews Appraisal discussion s Monthly reviews etc in addition to above (Performance Reviews, Appraisals)
- Managing a Team to CS to Resolve customer issues and concerns in a professional and timely manner ensuring a high level of customer satisfaction (Customer Service Team Management, Issue Resolution)
- Sales Campaigning Selling cross selling and upselling products to drive additional revenue (Sales Campaign, Cross-selling, Upselling)
- Resource Planning (Resource Planning)
- Career planning (Career Planning)
- Performance Management (Performance Management)
- Work Force Management (Workforce Management)
- Team SLA KRA KPI CSAT Training (SLA, KRA, KPI, CSAT, Training)
- Effectively reviewing handle client escalations (Escalation Management)
- Monitor analyze key performance indicators KPIs driving continuous improvement (KPI Analysis, Continuous Improvement)
- Experience or knowledge for Messaging Web chat (Messaging, Web Chat)
- Experience Knowledge of Service Levels Quality and Productivity KPI s (Service Levels, Quality, Productivity, KPIs)
- Manage shrinkages (Shrinkage Management)
Preferred Skills:
- Customer Service->Regular Customer Service (Customer Service)
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