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Lead - Customer Success Representative

Care
Noida
Job Description
Job Description  - Lead - Customer Success Representative (Lead - CSR)
As a Lead - Customer Success Representative,  the role is to support and manage customer concerns & escalations. Manage a team of CSRs (wherever applicable) while working with and maintaining the relationships between departments and servicing the needs of clients. Responsible for the handling of customer escalation tickets through ticketing platforms, includes offline & online/ social  media platforms - like facebook, Instagram, twitter, LinkedIn, other customer feedback platforms etc along with Google location services/ reviews  This will require keeping track of tickets assigned to frontline teams/ stakeholders and coordinating with them for timely resolution.
Provide First-Level Support: If a ticket can be resolved with system related information, resolve it. Else, Assign tickets to the relevant front end team depending on the issue.
Follow Up with front end agents, delivery team/ other stakeholders and Customers: Further escalate unresolved tickets as per SLAs and follow up with the customer after the problem has been solved to ensure it was resolved to the customer’s satisfaction. Working with cross functional stakeholders
Track Performance: Help front end agents track how well they do in resolving escalation tickets with customers. This may include reviewing feedback left by the customer.
Customer Feedback Management & NPS analysis, Root cause analysis: collating the customer feedback and NPS data and analyze the root causes to arrive at action plans to ensure improvements
Recommend Product/process Improvements: Identify problems or ways to enhance productivity of front end agents. This would involve setting up right reporting and SOPs to solve a particular kind of issue.
Troubleshooting – front end agents should be able to troubleshoot any problem that comes their way. This requires asking good questions and actively listening in order to determine the real problem the customer is facing
Leading & Mentoring the team (wherever applicable): Leading the team, providing directions, mentoring the team members, supporting, training & coaching them- leading by example.
Monitoring trends, data analysis, reports: Monitoring the performance of customer escalations, tickets, trends, analyze the data and periodically publishing the reports to all stakeholders

Job Requirement
Other requirements include:
  • Relevant experience : Around 8-12  years of experience
  • Maintaining a positive, empathetic and professional attitude toward customers at all times.
  • Excellent English Communication Written and Verbal Skills
  • Experience in handling customer escalations over the phone and email.
  • Experience in handling customer escalations which have been received through Social Media, ORM platforms or emails, phone received at CEO's / CXO's Desk.
  • Continuing improvement to customer care administration and work methods
  • Demonstrated proficiency in assisting customer service agents and promptly delivered feedback to associates in the customer service division.
  • Maintain all performance metrics while providing optimal customer service and achieving a high level of customer satisfaction.
  • Experienced at de-escalating customer complaints to successful resolutions.
  • Conflict resolution of heightened customer complaints.