Customer Service Lead

Job Title: Customer Service Lead
Location: Pune, Maharashtra, in-person
Job Type: Full-Time
Experience Level: Mid-Senior Level
Industry: Logistics and Supply chain

Job Description:

We are seeking a highly motivated and experienced Customer Service Lead to join our team. In this role, you will be responsible for supervising a team of customer service representatives, ensuring exceptional customer support, resolving complex issues, and driving performance improvements. You will be a key player in enhancing customer satisfaction and streamlining service operations.

Key Responsibilities:

• Lead, mentor, and coach a team of customer service representatives to deliver high-quality support.
• Handle escalated customer issues and ensure timely resolution.
• Monitor daily team performance, set KPIs, and generate reports on customer service metrics.
• Collaborate with other departments (sales, operations, product) to resolve customer concerns effectively.
• Create and implement strategies to improve customer satisfaction and reduce response times.
• Conduct regular team meetings, training sessions, and performance evaluations.
• Maintain a deep understanding of products/services to support team knowledge and customer engagement.
• Identify process inefficiencies and suggest improvements to optimize the customer service workflow.

Requirements:

• Proven experience in a customer service supervisory or lead role (minimum 2–4 years).
• Strong leadership and people management skills.
• Excellent problem-solving, communication, and conflict-resolution abilities.
• Proficiency in CRM software (e.g., Zendesk, Salesforce, Freshdesk).
• Ability to work in a fast-paced environment and handle multiple priorities.
• Flexibility to work shifts, weekends, or holidays as needed.

Preferred Qualifications:

• Bachelor’s degree in Business Administration, Communications, or a related field.
• Experience in [specific industry, e.g., e-commerce, logistics, SaaS] preferred.
• Familiarity with performance metrics like CSAT, NPS, FCR is an asset.
• Multilingual skills are a plus.

Job Type: Full-time

Pay: ₹30,000.00 - ₹40,000.00 per month

Benefits:

• Cell phone reimbursement
• Provident Fund

Schedule:

• Monday to Friday

Location:

• Viman Nagar, Pune, Maharashtra (Required)

Work Location: In person

Application Deadline: 30/06/2025
Expected Start Date: 01/07/2025