Service Team Leader

Job Description

Key Responsibilities: Supervise and lead a team of service executives/representatives to achieve departmental goals. Allocate tasks, monitor team performance, and ensure timely resolution of customer queries and complaints. Develop, implement, and improve service processes to enhance team productivity and customer experience. Conduct regular team meetings, training sessions, and performance evaluations. Handle escalated issues efficiently and professionally to ensure customer satisfaction. Prepare daily/weekly/monthly reports on team performance and customer feedback. Collaborate with internal departments (sales, logistics, technical support) to streamline service delivery. Monitor KPIs (e.g., TAT, CSAT, FCR) and take corrective actions where needed. Motivate and mentor team members to maintain a positive and result-driven work environment. Requirements: Bachelor’s degree in any discipline (preferred: Business, Management, or related field). Minimum 5 years of relevant experience in customer service or operations, with at least 2 years in a team-leading role. Strong leadership, communication, and problem-solving skills. Proficient in bitrix software and MS Office. Ability to handle pressure and resolve conflicts efficiently. Strong customer-centric mindset and ability to multitask. Job Type: Full-time Pay: ₹27,438.14 - ₹32,339.05 per month Benefits: Leave encashment Paid sick time Schedule: Day shift Morning shift Supplemental Pay: Yearly bonus Work Location: In person