Senior associate / Team lead / Senior Team lead / People management /

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Job Summary:

Customer Service Team Lead

Key Responsibilities:

• Supervise daily operations of the customer service team to ensure service standards are met.
  
• Provide guidance, coaching, and support to customer service representatives.
  
• Handle complex or escalated customer inquiries and complaints promptly and professionally.
  
• Monitor team performance metrics (e.g., response time, resolution rate, CSAT) and report to management.
  
• Conduct regular team meetings, training sessions, and one-on-ones to support development.
  
• Assist with workforce scheduling and workload distribution to maintain service coverage.
  
• Collaborate with other departments (e.g., Sales, Technical Support, Operations) to resolve customer issues efficiently.
  
• Identify process improvements and contribute to the development of customer service policies.
  
• Ensure compliance with company guidelines, policies, and industry regulations.
  

Requirements:

• Proven experience as a Customer Service Representative, Senior Agent, or similar role.
  
• Prior experience in a team lead or supervisory position is preferred.
  
• Strong leadership and people management skills.
  
• Excellent communication, conflict resolution, and interpersonal abilities.
  
• Proficient in using customer service software, CRM systems, and Microsoft Office tools.
  
• Ability to multitask, prioritize, and thrive in a fast-paced environment.
  
• High school diploma or equivalent (Bachelors degree in Business or related field is a plus).
  

Key Competencies:

• Customer-focused mindset
  
• Team motivation and mentoring
  
• Problem-solving and decision-making
  
• Time management
  
• Emotional intelligence
  
• Adaptability and resilience
  

What We Offer:

• Competitive salary and performance bonuses
  
• Health, dental, and vision insurance
  
• Paid time off and holidays
  
• Career development opportunities
  
• A supportive and collaborative work environment

Contact Point : Aditya - 9686682465 / 7259027295 / 7760984460 / 7259027282