Team Leader – Customer Service

Job Title

Team Leader – Customer Service

Department

Customer Service / Customer Support

Employment Type

Full-Time 3 pm to 11 pm

Reporting To

 Head of Operations

Job Summary

We are looking for an experienced and responsible Customer Service Team Leader to manage and guide the customer support team. The TL will be responsible for ensuring excellent customer service, monitoring team performance, handling escalations, and achieving daily, weekly, and monthly service targets.

Key Responsibilities

·         Lead, manage, and motivate the Customer Service team.

·         Monitor daily team activities, productivity, and performance.

·         Ensure all customer queries are handled professionally and within the defined TAT.

·         Handle customer escalations and provide appropriate solutions.

·         Monitor calls, chats, emails, and other customer interactions for quality.

·         Conduct regular team meetings and provide performance feedback.

·         Train and coach team members to improve communication and customer-handling skills.

·         Ensure proper follow-up on unresolved customer issues.

·         Track complaints, escalations, and resolution status.

·         Maintain high customer satisfaction and service quality standards.

·         Prepare daily, weekly, and monthly performance reports.

·         Monitor attendance, punctuality, productivity, and team discipline.

·         Coordinate with other departments to resolve customer-related issues.

·         Identify recurring customer problems and suggest process improvements.

·         Ensure the team follows company policies, SOPs, and customer service processes.

·         Support the recruitment and onboarding of new customer service executives when required.

Requirements

·         Minimum 1–2 years of experience in a Team Leader preferred.

Key Performance Indicators (KPIs)

·         Customer Satisfaction (CSAT)

·         First Call Resolution (FCR)

·         Average Response Time

·         Average Handling Time (AHT)

·         Ticket/Query Resolution TAT

·         Customer Complaint Resolution Rate

·         Team Productivity

·         Call/Chat Quality Score

·         Escalation Rate

·         Attendance and Team Discipline

·         Customer Retention and Service Quality

Required Skills

·         Excellent verbal and written communication skills.

·         Strong leadership and team-management skills.

·         Good problem-solving and decision-making abilities.

·         Strong customer-handling and escalation-management skills.

·         Ability to motivate and coach team members.

·         Good knowledge of customer service processes and SOPs.

·         Ability to work under pressure and meet deadlines.

·         Good knowledge of MS Excel/Google Sheets and CRM or ticketing systems.

·         Strong analytical and reporting skills.

Benefits

Salary + PF