Team Lead Customer Service Representative (CSR(

Note: Only Interested Candidates Apply.

Job Title: Team Lead – Customer Services (NBFC)

Reporting To:
Customer Experience Manager / Head of Customer Services

Job Purpose:

To lead and manage the customer service team within an NBFC environment, ensuring high-quality customer interactions, timely resolution of queries, and adherence to regulatory and compliance standards. The role focuses on delivering exceptional customer experience while maintaining operational efficiency and service KPIs.

Key Responsibilities:Team Management & Performance

• Supervise and manage a team of 10–15 customer service representatives (CSRs).
• Monitor daily KPIs including call handling time, resolution rate, customer satisfaction (CSAT), and service levels.
• Ensure team meets defined service benchmarks and productivity targets.

Customer Experience & Service Quality

• Ensure all customer interactions are handled professionally across inbound/outbound channels (calls, emails, chat).
• Resolve escalated customer complaints efficiently, ensuring customer satisfaction and retention.
• Maintain high service quality standards in line with company policies and NBFC regulations.

Monitoring & Reporting

• Review daily, weekly, and monthly service performance reports.
• Analyze trends, identify service gaps, and implement corrective actions.
• Coordinate with MIS team for reporting accuracy and insights.

Coaching & Development

• Conduct regular coaching sessions, feedback meetings, and performance reviews.
• Identify training needs and coordinate with L&D for skill enhancement.
• Foster a positive and high-performance team culture.

Compliance & Risk Management

• Ensure adherence to SECP regulations, internal SOPs, and customer data confidentiality standards.
• Monitor calls and interactions to ensure compliance with scripts and ethical practices.
• Report and escalate any compliance breaches or customer risk issues.

Coordination & Stakeholder Management

• Liaise with Operations, Risk, Compliance, and Product teams for issue resolution.
• Collaborate with QA team for call audits and service improvement initiatives.
• Ensure smooth communication flow between departments.

Requirements:

Education:

• Bachelor’s degree in Business Administration, Finance, or relevant field

Experience:

• Minimum 2–3 years in customer service (preferably in NBFC, banking, or fintech)
• At least 1 year in a supervisory / team lead role

Skills & Competencies:

• Strong communication and interpersonal skills
• Leadership and team management ability
• Customer-centric mindset
• Analytical and reporting skills
• Proficiency in MS Excel, CRM systems, and call center tools
• Conflict resolution and problem-solving skills

Preferred Attributes:

• Ability to work under pressure and manage high call volumes
• Strong ethical standards and professional conduct
• Decision-making ability with accountability
• Adaptability in a fast-paced fintech/NBFC environment

Language Requirement:

• Proficiency in English and Urdu

Shift & Job Details:

• Shift: Morning (9:00 AM – 6:30 PM)
• Job Type: Full-time
• Work Location: On-site

Job Type: Full-time

Pay: Rs45,000.00 - Rs52,000.00 per month

Work Location: In person