Customer Service Team Leader

Position: Team Leader – TeleSales & Customer Support

Department: E-Commerce

Experience Required: 3–4 Years

Languages: Tamil & Hindi (Mandatory)

Location: Chennai

Employment Type: Full-time

* Role Overview

We are looking for a proactive and performance-driven Team Leader to manage our E-Commerce Telecalling Team. The ideal candidate should have hands-on experience in telesales, customer support, and retention management, with the ability to motivate the team, improve conversion rates, and ensure customer satisfaction.

Key Responsibilities :

Team Management & Performance

• Lead, motivate, and guide a team of telesales executives.
• Monitor team performance, call quality, and sales productivity.
• Plan daily operations, allocate leads, and track follow-up activities.
• Conduct training sessions, refreshers, and coaching for low performers.
• Maintain attendance, leave planning, and shift discipline within the team.

Sales & Conversion

• Ensure daily, weekly, and monthly sales targets are met.
• Monitor conversion funnels and improve lead-to-sales performance.
• Implement scripts, objection-handling techniques, and closing strategies.
• Share feedback with the marketing and product teams for better lead quality.

Customer Support & Retention

• Handle escalated customer queries and resolve issues promptly.
• Improve customer retention, repeat sales, and reduction in cancellations.
• Maintain a customer-first approach and ensure high-quality support.
• Analyze customer dissatisfaction reasons and recommend solutions.

Reporting & Process Improvement

• Prepare daily, weekly, and monthly team performance reports.
• Track KPIs such as call volume, conversion rate, AHT, retention %, etc.
• Identify process gaps and implement improvements.
• Ensure CRM/ERP entries, call logs, and follow-up details are error-free.

Required Skills & Qualifications

• 3–4 years of experience in telesales or customer support, with at least 1 year in a supervisory/lead role.
• Fluency in Tamil and Hindi is mandatory.
• Strong expertise in retention management and customer lifecycle handling.
• Excellent communication, leadership, and problem-solving skills.
• Ability to work under pressure and meet aggressive sales targets.
• Experience working with CRM tools, dashboards, and reporting systems.

Job Types: Full-time, Permanent

Pay: ₹25,000.00 - ₹28,000.00 per month

Benefits:

• Leave encashment
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person