Team Lead – Customer Relationship Officer at Infytel Communications

JOB SUMMARY

• We are seeking an experienced and customer-focused Team Lead – Customer Relationship Officer to supervise the customer service team, ensure exceptional customer experience, and drive customer retention initiatives. The ideal candidate will be responsible for managing customer interactions, resolving escalated issues, and leading a high-performing team.

KEY RESPONSIBILITIES

• Lead and supervise the Customer Relationship team to achieve service excellence.
• Develop and implement strategies to improve customer satisfaction and retention.
• Handle escalated customer complaints and ensure timely resolution.
• Monitor team performance and provide coaching, mentoring, and feedback.
• Prepare customer service reports and performance metrics.
• Collaborate with internal departments to address customer concerns effectively.
• Ensure compliance with company policies and service standards.
• Build and maintain strong relationships with clients and stakeholders.
• Identify opportunities to improve customer experience and operational efficiency.

REQUIREMENTS

• Bachelor's degree in Business Administration, Marketing, Mass Communication, or a related field.
• Minimum of 4–6 years of experience in Customer Service, Customer Relations, or a similar role.
• At least 2 years of team leadership or supervisory experience.
• Strong communication, interpersonal, and conflict-resolution skills.
• Excellent problem-solving and organizational abilities.
• Proficiency in Microsoft Office Suite and CRM software.
• Ability to work in a fast-paced environment and manage multiple priorities.