Team Leader - Customer Service & upselling

Career Goals Thane; Navi Mumbai; On-site; INR 450,000 - 600,000; Full time

Job summary

Career Goals Thane is recruiting for a leadership role in customer support within the BFSI sector. The position requires managing a team of 15+ and delivering high-quality service while handling inbound customer inquiries related to Retail Liabilities and Credit Cards.

The candidate should have a graduate or postgraduate degree with 4+ years of experience, strong communication skills, and stakeholder management abilities.

Qualifications

• Graduate with 4+ years or Post Graduate.
• Minimum 3 years of experience leading a team of 15+ employees.
• Experience in Virtual Banking, Relationship Management, or Tele-sales within BFSI preferred.

Responsibilities

• Inbound Customer Support: handle inbound calls regarding Retail Liabilities and Credit Cards.
• Quality Service Delivery: provide quality communication and service within productivity benchmarks.
• Issue Resolution: ensure timely resolution and customer delight.
• Process Adherence: complete logs and follow information security and quality norms.
• Feedback Implementation: act on feedback to improve performance.

Skills

People management

Leadership

Customer service

Stakeholder management

Education

Graduate or Postgraduate degree

Job description

Key Responsibilities

• Inbound Customer Support: Handle inbound calls from customers regarding Retail Liabilities and Credit Cards, addressing queries and processing requests to ensure customer satisfaction.
• Quality Service Delivery: Provide quality communication and customer service within established productivity and service benchmarks.
• Issue Resolution: Ensure timely resolution of customer issues, aiming for "customer delight" and consistent service experience.
• Process Adherence: Complete specified logs and adhere to information security and quality process norms.
• Feedback Implementation: Act on feedback from Team Leaders, Coaches, or Quality teams to improve performance.

Job Requirements:

• Graduate with 4+ years or Post Graduate.
• Minimum 3 years of experience leading a team of 15+ employees.
• Strong people management and leadership skills.
• Experience in Virtual Banking, Relationship Management, or Tele-sales within BFSI preferred.
• AMFI/IRDA certification preferred.
• Excellent communication, interpersonal, and stakeholder management skills.
• Target-driven with a customer-centric approach.

Qualification: Graduate +4 years experience

Location: Andheri / Thane / Airoli