Team Leader.Client Experience and Conduct-Customer Service (2436092)

Mashreq; Bengaluru; On-site; INR 700,000 - 1,000,000; Full time

Job summary

Mashreq in Bengaluru seeks a team leader for chatbot/customer service agents. The role involves overseeing daily operations and ensuring exceptional support to customers via live chat.

Ideal candidates will possess a university degree and have 3-5 years of experience in customer service. Strong leadership and analytical skills are essential, along with proficiency in CRM systems and live chat tools. This position aims to achieve operational and sales targets efficiently.

Qualifications

• 3–5 years of experience in customer service/chat support, with supervision experience.
• Strong understanding of retail and digital banking services.
• Excellent written and verbal communication skills in English.

Responsibilities

• Oversee daily chat operations to ensure high-quality customer support.
• Guide team members in resolving customer queries effectively.
• Monitor team performance and compliance with service standards.

Skills

Customer focus

Problem solving

Leadership

Team management

Analytical skills

Communication skills

Multitasking

Education

University graduate in Finance, Banking, Business

Tools

Live chat tools

CRM systems

Digital communication platforms

Job description

Job Purpose

To lead and manage a team of chatbot/customer service agents to deliver exceptional support to internal and external customers via live chat platforms. The role focuses on driving team performance, ensuring service excellence, improving customer satisfaction, and achieving operational and sales targets in a digital customer interaction environment.

Responsibilities

• Oversee daily chat operations to ensure prompt, accurate, and high-quality customer support.
• Guide and support team members in resolving customer queries efficiently and professionally.
• Ensure team adherence to service standards, compliance policies, and customer experience benchmarks.
• Drive the migration of customers to digital/self-service banking channels.
• Monitor and enhance team performance in handling customer interactions.
• Foster collaboration with internal teams for seamless issue resolution and continuous service improvement.

Knowledge, Skills, and Experience

• University graduate (preferably in Finance, Banking, Business, or related disciplines).
• 3–5 years of experience in customer service/chat support, with at least 1–2 years in a supervisory or team leadership role.
• Strong understanding of retail banking products and digital banking services.
• Strong leadership, coaching, and team management skills.
• Excellent customer focus with high empathy and problem-solving ability.
• Proficiency in live chat tools, CRM systems, and digital communication platforms.
• Strong analytical skills to interpret performance metrics and drive improvements.
• Excellent communication skills in English (verbal and written).
• Ability to multitask, prioritize, and perform effectively in a fast-paced environment.
• Strong decision-making and escalation management capabilities.