Customer Service Team Leader

Job Title: Customer Service Team Leader
Location: Mohali, Punjab
Type: Full-Time | Night Shift

About the Role:

We’re seeking a Customer Service Team Leader to manage and support a team of customer service executives in delivering excellent customer experiences in a fast-paced BPO environment.

Key Responsibilities:

• Lead and mentor a team handling customer queries via phone, email, and chat.
• Monitor performance, ensure SLA adherence, and maintain service quality.
• Handle escalations and resolve complex issues promptly.
• Track KPIs, prepare reports, and drive continuous improvement.
• Manage team schedules and ensure night shift coverage.

Requirements:

• 5–7 years of customer service experience.
• Excellent English communication skills (verbal & written).
• Proficient in CRM and customer service tools.
• Strong leadership, problem-solving, and multitasking abilities.
• Willing to work night and rotational shifts.

How to Apply:

Send your updated resume to tanu.rajput@sourcemash.com or apply directly through Indeed.

Job Type: Full-time

Work Location: In person