Team Lead - Customer Service || Noida

Job Description

Designation: Team Lead

Role: Customer Experience - Voice

Department: Customer Experience

Location: Noida

About Tata 1mg

Tata 1mg is a trusted health partner for end consumers and large institutions. Our Mission is to make healthcare understandable, accessible, and affordable for all Indians. Over the past three years, we've worked to build a healthcare platform that guides customers to the right and affordable care. Today, Tata 1mg is present in 1000+ cities- And we're just getting started. Leading the chart as one of the top consumer health platforms through ePharmacy, eDiagnostics, e-consult and offline stores, Tata 1mg has delivered over 15M ePharmacy orders, 2M eDiagnostics orders & 1M+ organic users/day in 2022 and we are just getting started. Our strongest asset is our 6400+ people enabling us to deliver on our mission consistently. Know more about us: https://www.1mg.com/aboutUs

Brief about the Team

Customer Service is part of the customer support team of TATA 1mg. The team is to help the customer support team to give a remarkable experience to the customers. Enhancing the quality of customer support by providing timely and personalized responses to customer inquiries and feedback. Taking end-to-end follow-ups on customers' issues and providing the resolution.

What will you do

1. Reporting and Analysis:

• Prepare and maintain accurate, insightful reports to track team performance and process metrics.

• Must be fluent in report creation, data analysis, and presenting actionable insights to management.

2. Ownership and Accountability:

• Take complete ownership of assigned tasks and responsibilities.

• Exhibit confidence and initiative in driving results and meeting deadlines with minimal supervision.

3. Queue and Team Management:

• Effectively manage daily workflow queues and allocate tasks to maintain service level agreements.

• Lead and mentor a team of approximately 30 members, focusing on productivity, quality, and team engagement.

4. New Project Handling:

• Lead the implementation and execution of new projects within the department.

• Coordinate cross-functional activities and ensure smooth onboarding and integration of new initiatives.

What we are looking for

• Willingness to work flexibly from both Gurgaon and Noida locations, as per roster planning and business needs.

• Ability to support extended working hours to ensure daily task closures and team support.

• Strong verbal and written communication skills to effectively interact with team members, management, and stakeholders.

• Should have healthcare & audit experience, RCA preparation, Shrinkage & attrition report has an experience of email ticketing tool & CRM worked with cross functional teams, knows real time monitoring etc.

Why Join Us?

Tata 1mg provides one of the most exciting and high-growth environments to work in. You get the added benefit of working in a prestigious legacy brand like Tata and a highly dynamic and versatile startup like 1mg. Being an integral part of the customer support team will provide a great opportunity to scale up a business to great heights by leveraging the existing capabilities of Tata 1mg

Disclaimer

Tata 1mg is proud to be an Equal Opportunity Employer. All employment decisions at Tata 1mg are made without discrimination or less favorable treatment on any grounds including age, color, physical ability, ethnic origin, nationality, religion, gender, family or marital status, prenatal status, gender identity, or sexual orientation. All hiring decisions are based on business needs, job requirements, competence, and merit.