Team Leader - Customer Service & upselling

Careergoals; Navi Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Careergoals is seeking a seasoned leader to head customer support operations in Navi Mumbai. The role focuses on inbound calls, quality service delivery, and timely issue resolution, while ensuring process adherence and security norms.

The ideal candidate will have 4+ years of post-graduate experience, proven leadership of 15+ team members, and strong stakeholder management in BFSI, with AMFI/IRDA preferred.

Qualifications

• Inranx: Leadership of 15+ employees and strong people management skills.
• Experience in Virtual Banking, Relationship Management, or Tele-sales within BFSI preferred.
• AMFI/IRDA certification preferred.
• Excellent communication and stakeholder management skills.
• Target-driven with a customer-centric approach.

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.

Skills

People management

Leadership

Communication skills

Stakeholder management

Team development

Education

Graduate +4 years / Postgraduate

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