Customer Care Executive

Key Responsibilities:

• Manage and supervise a team of Customer Support Executives handling voice and blended support processes.

• Monitor team performance on key metrics such as productivity, quality, TAT, CSAT, and adherence.

• Conduct regular team meetings, one-on-one sessions, and performance reviews.

• Provide coaching, mentoring, and feedback to improve team performance and communication skills.

• Handle customer escalations and ensure timely resolution.

• Ensure adherence to company policies, processes, and compliance requirements.

• Monitor call quality, chats, and emails to maintain service standards.

• Coordinate with internal teams such as Operations, Quality, Training, and Product for issue resolution.

• Prepare and share daily, weekly, and monthly performance reports.

• Support new hire onboarding, training, and team integration.

• Drive employee engagement and maintain a positive team environment.

What we're looking into :

• Bachelor's degree in a relevant field such as business administration.

• Proven experience in customer support operations working in the capacity 2 year of experience as a Team Leader in the NBFC, Fintech sector.

• In-depth knowledge of the CRM platforms such as Zendesk, Freshworks, Sprinklr platform, including its features, functionalities, and best practices.

• Strong problem-solving abilities, with a focus on delivering innovative solutions to clients' challenges.

• Ability to work independently and manage multiple client engagements simultaneously, while meeting deadlines.

• Flexibility and adaptability to thrive in a fast-paced, dynamic environment .

• It is a Full Time Customer Support / TeleCaller job for candidates with 2 - 5 years of experience.