Bosch Group

Team Lead/Subject Matter Expert_Customer Experience

Job Location:  Bangalore
Job Description:  SkillSet: customer relations, sla, quality, sme, reporting.
  • Join a growing and fast paced team of customer experience experts that support both in-house and global customers. Manage teams and collaborate with customers to achieve excellent standards of customer service and satisfaction through effective personal customer relations skills. Lead, coach and motivate the team to deliver KPI's, targets and objectives.


  • 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
  • Lead and motivate a Contact Center 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
  • Challenge processes and procedures, identify and implement improvements to enhance the customer experience or improve operational efficiency
  • Ensure full adherence to the company's Health Safety policy and procedures.
  • Flexible and willing to work on shifts 24/7 customer support
  • Performs other duties as assigned
Functional Area:  Sales / BD
Experience:  4 - 8 years
Qualification:  ("Other in Other")
Salary:  6 Lakh to 10 Lakh INR
Bosch Group
Job Ad publication date: 14 May 2021  

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