Customer Care Team Leader

• Lead all sales support functions like Customer Care, Repair Center, Order management, MIS and Inventory management
• Monitoring SLAs across all sales support functions
• Create and monitor processes across all sales channels
• Monitor end to end activities across all sales channels and highlight changes / enhancements when and where required
• Monitor sales figures and alert respective channels regarding expected shortfall in the targets
• Meets with other departments to make sure that sales and sales support functions are working correctly
• Provides any necessary data or reports to the sales team
• Deals with any customer complaints and resolves the issue as necessary
• Supporting management with the actual sales numbers and forecasts in order to prepare targets and budgets
• Adhering to compliance of consumer protection laws in the country and monitor all activities to avoid any penalties

KEY PERFORMANCE INDICATORS

• Performance: will be measured based on Monthly Balance Score Card (BSC)
• Meet Management expectations in terms of project delivery
• KPIs are linked with contractual targets from customer.

Network

• Strong leadership skills to lead the team and maintain good relationship with the customers

Decision making authority

• Should be able to analyse day-to-day performance and propose necessary changes/actions to be made by Management to mitigate the poor service delivery and incur bad customer experience.

Business impact of role

• Managing all sales support functions
• Minimize the complaints and enhance support across all sales channels

Technical & non technical

• Solid understanding of customer journey across all sales channels
• Strong customer service competency
• Technical support capabilities and problem-solving competency
• Impressive presentation and negotiation skills
• Proven strategic aptitude and ability
• Hands-on approach, with a “Can-do” attitude