Customer Service Team Lead

Key Responsibilities:

• Lead, mentor, and manage a team of customer service representatives
• Monitor and handle customer interactions via calls and chat support
• Ensure timely and effective resolution of customer inquiries and complaints
• Maintain high standards of customer satisfaction and service quality
• Analyze customer feedback and identify areas for service improvement
• Train team members on best practices, communication skills, and product knowledge
• Track team performance using KPIs and generate regular reports
• Collaborate with internal departments to resolve complex issues
• Implement strategies to enhance customer experience and retention

Requirements:

• Bachelor’s degree in Business Administration or related field
• Proven experience in customer service leadership/team handling role
• Strong communication and interpersonal skills
• Experience in call center and chat support operations
• Ability to handle escalations and manage high-pressure situations
• Proficiency in CRM tools and customer service software
• Strong problem-solving and decision-making skills

Preferred Skills:

• Experience in the E-Commerce industry
• Leadership and team management capabilities
• Customer-centric mindset with attention to detail

Key Performance Indicators (KPIs):

• Customer Satisfaction Score (CSAT)
• First Response Time & Resolution Time
• Team productivity and quality scores
• Customer retention and feedback metrics

Pay: Rs80,000.00 - Rs100,000.00 per month

Work Location: In person