Harman

About the Role

The Customer Service Lead oversees and manages a team of customer service representatives to ensure exceptional customer support. They develop and implement customer service policies, handle escalated inquiries, analyze metrics for improvement, and foster a positive team culture focused on delivering outstanding service. With strong leadership, communication skills, and a customer-centric approach, the Customer Service Lead plays a vital role in driving team performance and enhancing the overall customer experience.

What You Will Do

• Lead and manage a team of customer service representatives to achieve departmental goals and KPIs.

• Develop and implement customer service policies and procedures to enhance the overall customer experience.

• Monitor team performance, provide coaching and feedback, and conduct regular performance evaluations.

• Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.

• Collaborate with other departments to address customer needs, improve processes, and drive customer satisfaction.

• Analyze customer service metrics and trends to identify areas for improvement and implement strategies to enhance service quality.

• Conduct training sessions for customer service staff to enhance their skills, product knowledge, and service delivery.

• Stay updated on industry trends, best practices, and customer service technologies to drive innovation and continuous improvement.

• Prepare regular reports on team performance, customer feedback, and service levels for management review.

• Foster a positive and collaborative team culture that promotes excellence in customer service delivery.

What You Need

• Proven experience in a customer service leadership role, with a track record of driving team performance and delivering exceptional service.

• Strong communication and interpersonal skills, with the ability to interact effectively with customers and team members.

• Excellent problem-solving abilities and a customer-focused mindset.

• Proficiency in CRM software and customer service tools.

• Ability to work in a fast-paced environment and handle multiple priorities.

• Leadership qualities such as coaching, mentoring, and motivating team members.

What is Nice to Have

• Analytical skills to interpret data, identify trends, and make data-driven decisions.

• Certification in customer service or related field is a plus.

• Bachelor's degree in BE/BTech, MBA or related field.

What Makes You Eligible

• Be willing to travel up to 5 %, domestic only OR domestic and international travel

What We Offer

• Flexible work environment, allowing for full-time remote work globally for positions that can be performed outside a HARMAN or customer location

• Access to employee discounts on world-class Harman and Samsung products (JBL, HARMAN Kardon, AKG, etc.)

• Extensive training opportunities through our own HARMAN University

• Competitive wellness benefits

• Tuition Reimbursement

• Access to HARMAN Campus Fitness Center and Cafeteria

• An inclusive and diverse work environment that fosters and encourages professional and personal development