Customer Service Representative and team lead( US process)

We have opening for 7+ Customer services representatives and 1 supervisor? team lead for US process. It is for inbound and chat process.

Shift time: 6.30 PM- 3.30 AM

5 days working. (Sat and sun off)

Location: Indiranagar, Bangalore

Exp required:

Team lead-5+ yrs

CSR-2+ yrs

Looking for candidates with good comms skill in English so will be able to communicate with client.

Team leader/ Supervisor: Key Responsibilities

• Manage the performance of the team, developing and improving performance by coaching and counselling sessions to ensure metrics and quality targets are achieved.
• Recognizing and rewarding the contribution of team members in a timely manner so that they are motivated and encouraged towards delivering excellence.
• To ensure that performance management standards are met and that issues of underachievement or poor performance are addressed and documented in keeping with the company guidelines.
• To provide great leadership on a day-to-day basis, supporting Senior Stakeholders, so that team members have a role model.
• To maintain team headcount and when necessary, interview new staff members using the company's approved competency-based interview format.
• To effectively manage sick absence, lateness and attrition by using and following set company guidelines and procedures.
• Proactively seek process improvements and identify and implement projects to improve business practices.
• Create and implement best practices, policies, and guidelines.
• Ensure that team performance reports are completed and distributed to relevant parties.
• To handle and solve escalations and complaints as necessary and within the set company timescales.
• To understand and analyze the departmental budget and ensure that team costs are managed and that the budget is maintained and on target.
• To attend performance review sessions with the Senior Stakeholders and peers to present and discuss performance of the team.

CSR:

Responsibilities:

Support requests for booked and shipped and invoiced orders, including order changes and cancellations; escalations; delivery issues and product support for newly delivered shipments, heavy inbound phone responsibilities *eCommerce team only

Support requests for various sales channels, which may include but not limited to, Commercial sales, Retail, and eCommerce

Maintain acceptable performance levels based on quarterly goals and comply with all Humanscale policies

Provide prompt and efficient service to Humanscale customers & team members including the appropriate escalation of issues

Possess a detailed understanding of pricing structures, products, warranty terms and all departmental processes and procedures

Collaborate with other departments to resolve customer issues

Demonstrate system expertise with order management systems to better serve customers

Maintain a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues

Contribute to a positive team environment