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Urgent Hiring || Team Lead (Customer Support)|| Gurgaon

Urgent Hiring || Team Lead (Customer Support)|| Gurgaon

2 - 7 years

|

5 - 7 Lacs

Posted:2 weeks ago| Platform:

Apply

Skills Required

team handling tat freshdesk zendesk csat team management escalation management customer escalation customer satisfaction service improvement customer experience ticketing tools escalations team leading sla management issue resolution

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Lead and manage a team of grievance associates.
Oversee timely resolution of customer complaints (calls, emails, tickets).
Handle escalated/critical grievances personally.
Coordinate with internal teams (logistics, legal, service, etc.) for case closures.
Monitor performance metrics (TAT, resolution rate, NPS).
Train and coach team members for quality improvement.
Identify trends and suggest process improvements.
Ensure grievance SLAs and company policies are followed.

Who are we looking for?

Graduate with 3 to 6 years of experience in customer service/grievance handling.
Minimum 1 year of team handling experience.
Strong communication, problem-solving & leadership skills.
Experience with ticketing tools (Freshdesk, Salesforce, etc.).
Ability to multitask and work under pressure.

Preferred candidate profile

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