Call Center Customer Service Representative

Company Description

VakeelSaab is a pioneering legal-tech platform in India, connecting clients with verified legal professionals via a secure mobile app or helpline. Our mission is rooted in principles of anonymity, affordability, and accessibility, ensuring legal support is private, budget-friendly, and available 24/7. We democratize access to quality legal assistance, breaking down barriers to justice. All lawyers in our network undergo a rigorous screening process to ensure they meet the highest standards of expertise. At VakeelSaab, we aim to make legal consultations seamless, hassle-free, and trustworthy for everyone across India.

Role Description

This is a full-time, on-site role located in New Delhi for a Call Center Manager. The Call Center Manager will be responsible for overseeing daily operations of the call center, ensuring excellent customer service, managing and supporting the call center team, monitoring performance metrics, and strategizing improvements to optimize productivity. They will also handle escalations, implement best practices, and ensure compliance with company policies and standards.

Qualifications

• Strong skills in Customer Satisfaction and Contact Center Management
• Proficiency in Analytical Skills for performance tracking and insights
• Experience in Team Management with a focus on leadership and coaching
• Excellent Communication skills, both verbal and written esp English
• Ability to work in a fast-paced environment and resolve escalations effectively
• Prior experience in legal or service industry call centers is preferred
• Bachelor's degree in Business Administration, Communications, Management, or a related field