Team Leader- Customer Care

Join our Team as a Team Leader- Customer Care

Location: Gurgaon

Operational Management

• Oversee the daily management, triage, and allocation of customer support requests to ensure efficient workflow.
• Ensure the team consistently meets agreed Service Level Agreements (SLAs) and performance targets.
• Support and guide agents to drive timely and effective ticket resolution.

Leadership & Team Development

• Lead, coach, and motivate team members to deliver high-quality customer service.
• Identify individual and team training needs, providing ongoing coaching and development.
• Promote best practice use of processes, systems, and tools to enhance overall team performance.

Escalation & Incident Ownership

• Take ownership of incidents, ensuring they are managed, communicated, and escalated appropriately.
• Act as the first point of escalation for customer complaints, handling them in line with the escalation framework.

Decision Making & Governance

• Investigate and approve pricing overrides where incorrect customer charges have been identified.
• Ensure all customer communications are clear, accurate, and issued in a timely manner via appropriate platforms (e.g. Salesforce).
• Maintain service transparency through timely updates, including status page communications during outages or service disruption.

Continuous Improvement

• Accountable for monthly coaching with all Advisors
• Accountable for monthly 121's with all Advisors
• Drive continuous improvement across team processes and service delivery.
• Support initiatives aimed at improving efficiency, reducing customer effort, and enhancing overall customer experience.

Advanced Support & Expertise

• Handle advanced and complex customer queries, with a particular focus on billing and invoicing issues.
• Apply specialist knowledge of partner accounts, billing structures, and invoicing processes to resolve queries effectively.
• Act as a subject matter expert, supporting colleagues with complex or escalated customer issues.

Escalation & Issue Management

• Serve as an escalation point for Customer Service Advisors on high-complexity cases.
• Identify and raise system-related billing issues via Jira, ensuring accurate documentation and tracking.
• Support the resolution of escalations, ensuring timely outcomes aligned with SLAs.

Continuous Improvement & Insight

• Identify recurring trends and potential systemic issues, proposing solutions to improve processes and customer experience.
• Proactively contribute ideas to reduce inbound customer contact through process improvements and preventative measures.
• Demonstrate initiative and a proactive approach to team and operational efficiency.

Collaboration & Communication

• Maintain a high standard of communication with both customers and internal stakeholders across all channels.
• Support knowledge sharing within the team to enhance overall capability and consistency.
• Drive engagement & wellbeing activity across the team.

Perks

• Holidays: 18 days annual leave, + 6 public holidays
• Other Leave: 7 days casual leave, 7 days sick leave
• Development: In-House Training Academy
• Wellbeing: Mental Health support

Who we are:

Onecom is an award-winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences.

ED&I:

We are committed to equity, diversity, and inclusion, and we encourage candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and help inform our future initiatives.