CustomerExperience_TeamLead

Bosch Global Software Technologies Private Limited is a 100% owned subsidiary of Robert Bosch GmbH, one of the world's leading global supplier of technology and services, offering end-to-end Engineering, IT and Business Solutions. With over 22,700 associates, it’s the largest software development center of Bosch, outside Germany, indicating that it is the Technology Powerhouse of Bosch in India with a global footprint and presence in the US, Europe and the Asia Pacific region.

Job DescriptionJoin a critical and time-sensitive Technical / Non-Technical  supportservices thathandles both inbound and outbound calls. To achieve excellent standards of customer service and satisfaction through effective personal customer relations skills. Lead, coach and motivate the team to deliver departmental KPI's, targets and objectives.Roles & Responsibilities:Obtain and evaluate all relevant data to handle complaints and inquiries

Record details of comments, inquiries, complaints, and actions taken

Manage administration, communication and coordination with internal departments

Flexible and willing to work on shifts – 24/7 customer support

Lead and motivate a Contact Centre team to optimum performance levels to achieve agreed targets contributing to the company's objectives.

Provide clear and concise direction, support and guidance to the team through effective coaching, leadership and setting of SMART objectives.

Manage performance through regular, effective reviews, addressing performance issues according to the company's policies and procedures.

Conduct development reviews and recommend training and development plans.

Deliver all departmental KPI's, achieving set targets and objectives within the inbound, all ancillary areas, outsource and overflow services.

Challenge processes and procedures, identify and implement improvements to enhance the customer experience or improve operational efficiency.

Build effective relationships with other teams and departments. Communicate all information clearly and in a timely manner.

Act as a role model to others whilst striving to achieve high standards of performance and customer service.

Ensure full adherence to the company's Health & Safety policy and procedures.

Performs other duties as assigned.

QualificationsBachelor’s degree in computer science or any relevant science field

8 to 9 years of experience in Customer Support or Multi-Lingual Campaigns

People Management skills

Good working knowledgeof MS Office tools

MS Excel - Advanced

MS PowerPoint – Advanced

Power BI – Nice to have

Multi-Lingual ability is a must

English: Excellent verbal and written communication skill

Hindi: Excellent verbal communication skill

Kannada/Tamil: Excellent verbal communication skill

Any other Indian regional language knowledge is a nice to have

Bachelor’s degree in computer science or any relevant science field

8-10 Years of Experience