Team_Lead_Customer_Service

• Legal Entity: Bosch Global Software Technologies Private Limited

Company Description

Bosch Global Software Technologies Private Limited is a 100% owned subsidiary of Robert Bosch GmbH, one of the world's leading global suppliers of technology and services, offering end-to-end Engineering, IT, and Business Solutions. With over 28,200+ 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 Description

Job Description: Join a critical and time-sensitive Technical / Non-Technical support service that handles both inbound and outbound calls. Achieve excellent standards of customer service and satisfaction through effective personal customer relations skills. Lead, coach, and motivate the team to deliver departmental KPIs, targets, and objectives.

1. Obtain and evaluate all relevant data to handle complaints and inquiries.
2. Record details of comments, inquiries, complaints, and actions taken.
3. Manage administration, communication, and coordination with internal departments.
4. Be flexible and willing to work on shifts – 24/7 customer support.
5. Lead and motivate a Contact Centre team to optimum performance levels to achieve agreed targets contributing to the company's objectives.
6. Provide clear and concise direction, support, and guidance to the team through effective coaching, leadership, and setting of SMART objectives.
7. Manage performance through regular, effective reviews, addressing performance issues according to the company's policies and procedures.
8. Conduct development reviews and recommend training and development plans.
9. Deliver all departmental KPIs, achieving set targets and objectives within inbound, all ancillary areas, outsource, and overflow services.
10. Challenge processes and procedures, identify and implement improvements to enhance the customer experience or improve operational efficiency.
11. Build effective relationships with other teams and departments. Communicate all information clearly and in a timely manner.
12. Act as a role model to others while striving to achieve high standards of performance and customer service.
13. Ensure full adherence to the company's Health & Safety policy and procedures.
14. Perform other duties as assigned.

1. Bachelor’s degree in computer science or any relevant science field.
2. 8 to 9 years of experience in Customer Support or Multi-Lingual Campaigns.
3. People Management skills.
4. Good working knowledge of MS Office tools.
5. MS Excel - Advanced.
6. MS PowerPoint – Advanced.
7. Power BI – Nice to have.
8. Multi-Lingual ability is a must.
9. English: Excellent verbal and written communication skills.
10. Hindi: Excellent verbal communication skills.
11. Kannada/Tamil: Excellent verbal communication skills.
12. Any other Indian regional language knowledge is a nice to have.