Jeebly | Logistics Solutions

Key Responsibility Areas | Job Description | Job Requirements

Job Title / Designation

Team Leader – Growth & Product Strategy

Reporting to

Senior Manager – Account Management

Department / Business Unit

Growth & Product Strategy

Location

Noida, Jeebly Technologies India Pvt Ltd.

Position Overview

The Team Leader – Growth & Product Strategy develops and delivers the service levels required to provide the
customer with the best experience possible, to stimulate customer retention and generate additional opportunities.
The Team Leader leads the customer service team to consistently exceed the customer’s expectation and provides
transparent communication and information. The ideal team leader should engage with his team, maximize value, and
create strategies to provide WOW customer experience.

Key Responsibility Areas

Detailed Job Description

Training & Coaching

  • Formally responsible for developing new customer service
    representatives
  • Under the leadership of the Manager, Customer Support, maintain, update, and monitor all CSR training needs including but not limited to upgrading, new program training and soft skills training
  • Provide ongoing group and individual coaching, and provide manager
    with a regular forecast of future needs for the CS team
  • Create tools, assessments, and evaluation checklists to assess the progress of new CSRs
  • Monitor call tracking software and proactively address any concerns
    or issues

Quality Assurance

  • In conjunction with the Manager, Customer Support creates and
    maintains a quality assurance program that measures acceptable
    standards and includes call monitoring and processing.
  • Implement and maintain a regular call monitoring schedule
  • Assist the Sr. Manager – AM, Growth Manager, BDM in establishing
    new benchmarks and metrics.

System & Team Support

  • Act as a reference point for CSR queries on issues related to DA and
    CRM, providing training, and troubleshooting potential issues.
  • Perform system testing for new releases, when needed
  • Ensure timely action and support within the department and assist
    aligning teams to take action accordingly.

Performance / Training / Escalation:

  • Ensure that all staff acquire the required skills and knowledge by providing coaching and counselling
  • Dealing with complex customer scenarios and escalations
  • Identify areas to improve efficiencies, reduce repeat calls and provide feedback and coaching to the CSR’s to help minimize escalations.

Job Requirements / Desired skillset

  • Proven working experience as a Team Leader – Customer Service / Customer EX for approx. 6-8 years in a
    challenging work environment.
  • Experience in providing customer service support.
  • Excellent knowledge of management methods and techniques
  • Proficiency in English. Other languages a plus
  • Working knowledge of customer service software, databases, and tools
  • Awareness of industry’s latest technology trends and applications
  • Ability to think strategically and to lead.
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Advanced motivational skills and an ability to supervise and lead a team of customer service assistants.
  • BS degree in Business Administration or related field.