Customer Service Lead (4-8 Yrs) Bangalore (After-Sales/Customer Service)

Job Overview:We are seeking a proactive and empathetic Customer Experience Lead with strong team management skills and a passion for delivering exceptional customer service. The ideal candidate will ensure a seamless customer journey by managing interactions, gathering insights, and driving process improvements.Key Responsibilities:- Oversee and manage customer interactions across the entire journey (pre-booking, post-booking, and post-event) to enhance the experience.- Lead a team to ensure smooth customer interactions and quick resolution of concerns.- Handle online reputation management, ensuring prompt responses to reviews and feedback.- Identify risks and opportunities in customer interactions and implement strategies for continuous improvement.- Collaborate with internal teams to resolve customer issues effectively and enhance service quality.- Train, mentor, and monitor the performance of the customer experience team to ensure high standards of service.Must-Have Skills:- Excellent verbal and written communication skills (English).- High Emotional Intelligence (EQ) - Ability to actively listen, make customers feel heard, and build trust.- Strong leadership and management skills - Experience in leading teams, resolving escalations, and aligning with customer service goals.- Cultural fit - Ability to work closely with on-ground teams and managers to identify and resolve customer issues effectively.Good to Have:- Proficiency in Kannada & Telugu is a bonus.- Experience in handling escalations in a dynamic and unstructured environment.Mandatory Criteria:- Candidate should be from emerging startups or eCommerce companies.If you re a customer-focused leader passionate about enhancing experiences, we d love to hear from you! (ref:updazz.com)

Payroll Type : Permanent