Team Leader – Customer Service

About the role

We are seeking an experienced Customer Service Team Leader to oversee our support team during the 3 pm – 11 pm shift. The role involves ensuring high‑quality service, managing performance, handling escalations, and meeting daily, weekly and monthly targets.

Key responsibilities

• Lead, manage and motivate the Customer Service team.
• Monitor daily activities, productivity and performance metrics.
• Ensure all customer queries are resolved professionally within defined TAT.
• Handle escalations and provide appropriate solutions.
• Monitor calls, chats, emails and other interactions for quality.
• Conduct regular team meetings and deliver performance feedback.
• Train and coach team members to improve communication and handling skills.
• Track complaints, escalations and resolution status.
• Prepare daily, weekly and monthly performance reports.
• Monitor attendance, punctuality and team discipline.
• Coordinate with other departments to resolve customer‑related issues.
• Identify recurring problems and suggest process improvements.

Required profile

• Minimum 1–2 years of experience in a team‑leader or supervisory role within customer service.
• Strong leadership, problem‑solving and decision‑making abilities.
• Ability to work under pressure and meet deadlines.
• Excellent verbal and written communication skills.
• Proven track record of meeting KPIs such as CSAT, FCR and AHT.

Required skills

• Proficiency with Microsoft Excel or Google Sheets.
• Experience using CRM or ticketing systems.
• Analytical and reporting capabilities.
• Strong customer‑handling and escalation‑management skills.
• Good knowledge of customer service processes and SOPs.

What we offer

• Competitive salary plus Provident Fund (PF).