Maxamtech Digital Ventures,Customer Service Representative- Team Lead

Maxamtech Digital Ventures

Customer Service Representative- Manager

Location: Pune, Kalyani Nagar

Shift Time: 9:30am -6:30pm

Role type: Fulltime

About Maxamtech

Maxamtech Digital Ventures Powers gaming for large business houses, OTTs , Telecoms to retain, engage and monetize their existing user base via Games 360 platform and innovative gaming formats for all gamers and age groups.

Our Product - https://www.qgamesmela.com/

Overview

The Customer Service Manager is a crucial role within the organization, responsible for providing leadership to the customer service team and ensuring exceptional customer satisfaction. This role plays a key part in driving the team's performance and fostering a positive customer service experience.

Key Responsibilities
 Supervise and support the customer service team in handling customer inquiries and resolving issues efficiently
 Monitor team performance and conduct regular coaching and training sessions to enhance skills
 Set clear team. goals and objectives, ensuring alignment with organizational objectives
 Develop and implement customer service policies and procedures to optimize efficiency
 Handle escalated or complex customer issues, providing solutions and ensuring customer satisfaction
 Assist in recruitment and onboarding of new team members
 Generate reports and provide insights on team performance and customer feedback
 Collaborate with other departments to improve overall customer experience
 Stay updated with industry trends and best practices to continuously improve service standards
 Lead by example by demonstrating excellent customer service skills

Required Qualifications
 Bachelor's degree in Business Administration or a related field
 Proven experience in a customer service role, with at least 2 years in a leadership or supervisory position
 Excellent communication and interpersonal skills
 Strong problem-solving abilities and the capability to handle difficult situations
 Demonstrated ability to prioritize and manage multiple tasks effectively
 Proficiency in using customer service software and MS Office applications
 Ability to analyze data and generate insights for process improvements
 In-depth understanding of customer service principles and practices
 Leadership skills with the ability to motivate and develop team members
 Customer-oriented mindset with a focus on delivering exceptional service

Skills: service standards,ms office,customer feedback,generate reports,customer service team,clear team goals and objectives,customer service policies and procedures,handle escalated or complex customer issues,