Team Lead - CCT

Kisetsu Saison Finance (India) Private Limited; Mumbai; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Credit Saison India is seeking a Customer Contact Team Lead to guide a dedicated team in delivering call, email, and chat support while maintaining SLA targets and a superior customer experience.

You will drive coaching, performance management, and process improvements, collaborating with cross-functional teams to resolve complex issues and enhance service quality.

Qualifications

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum 3–5 years of experience in a customer service role, with 1–2 years in a supervisory/leadership position.
• Proven ability to lead, motivate, and develop a team.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Proficient in using CRM software and other customer service tools.
• Ability to work effectively in a fast-paced and dynamic environment.
• Strong organizational and time management skills.
• Customer-centric approach with a passion for delivering exceptional service.

Responsibilities

• Lead and supervise a team of CCT representatives, providing guidance and performance feedback.
• Oversee daily CCT operations, including calls, emails, and chat, ensuring SLAs are met.
• Develop and implement strategies to improve customer satisfaction and team productivity.
• Conduct regular team meetings and training sessions to enhance skills.
• Handle escalated inquiries and resolve complex issues with professionalism.
• Monitor performance metrics, analyze data, and generate management reports.
• Collaborate with other departments to ensure seamless service and resolution.
• Ensure compliance with policies, procedures, and regulatory requirements.
• Participate in recruitment and onboarding of new CCT team members.

Skills

Team Leadership

Communication

CRM Tools

Problem Solving

Time Management

Organizational Skills

Customer Focus

Education

Bachelor's degree in Business Administration, Communications, or related field

Tools

CRM software

Job description

This role involves leading a Customer Contact Team (CCT) to ensure efficient and effective customer support operations and a positive customer experience.

Responsibilities

• Lead and supervise a team of CCT representatives, providing guidance, coaching, and performance feedback.
• Oversee daily CCT operations, including call handling, email responses, and chat support, ensuring adherence to service level agreements (SLAs).
• Develop and implement strategies to improve customer satisfaction and team productivity.
• Conduct regular team meetings and training sessions to enhance skill sets and knowledge of products/services.
• Handle escalated customer inquiries and resolve complex issues with professionalism and efficiency.
• Monitor team performance metrics, analyze data, and generate reports for management.
• Collaborate with other departments to ensure seamless customer service and problem resolution.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Participate in the recruitment and onboarding of new CCT team members.

Qualifications

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 3-5 years of experience in a customer service role, with at least 1-2 years in a supervisory or leadership position.
• Proven ability to lead, motivate, and develop a team.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Proficient in using CRM software and other customer service tools.
• Ability to work effectively in a fast-paced and dynamic environment.
• Strong organizational and time management skills.
• A customer-centric approach with a passion for delivering exceptional service.

Any Graduates At Credit Saison India, we are driven by Innovation, Inclusion, and Integrity to create a meaningful Impact.

As one of India's fastest-growing NBFC lenders, our mission is to bridge the credit gap and transform lives by empowering underserved communities.

Our journey is fueled by a team of 1,400+ employees across 80+ branches, with an AUM of over $2 billion.

Join us and help build a brighter financial future for millions across the country.

Established in 2019, Credit Saison India (CS India) is one of the country’s fastest growing Non-Bank Financial Company (NBFC) lenders, with verticals in wholesale, direct lending and tech-enabled partnerships with Non-Bank Financial Companies (NBFCs) and fintechs. Its tech-enabled model coupled with underwriting capability facilitates lending at scale, meeting India’s huge gap for credit, especially with underserved and under penetrated segments of the population.

Credit Saison India is committed to growing as a lender and evolving its offerings in India for the long-term for MSMEs, households, individuals and more. Credit Saison India is registered with the Reserve Bank of India (RBI) and has an AAA rating from CRISIL (a subsidiary of S&P Global) and CARE Ratings. Currently, Credit Saison India has a branch network of 80+ physical offices, 2.06 million active loans, an AUM of over US$2B and an employee base of about 1,400 employees.

Credit Saison India is part of Saison International, a global financial company with a mission to bring people, partners and technology together, creating resilient and innovative financial solutions for positive impact. Across its business arms of lending and corporate venture capital, Saison International is committed to being a transformative partner in creating opportunities and enabling the dreams of people. Saison International is the international headquarters (IHQ) of Credit Saison Company Limited, founded in 1951 and one of Japan’s largest lending conglomerates with over 70 years of history and listed on the Tokyo Stock Exchange.

The Company has evolved from a credit-card issuer to a diversified financial services provider across payments, leasing, finance, real estate and entertainment. Based in Singapore, Saison International’s global operations span over Singapore, India, Indonesia, Thailand, Vietnam, Mexico, Brazil, with active investments in debt, equity, corporate venture capital, and technology.