Team Leader Customer Service

Job Title

Team Leader – Customer Service

Department

Customer Service / Customer Support

Employment Type

Full-Time 3 pm to 11 pm

Reporting To

 Head of Operations

Job Summary

We are looking for an experienced and responsible Customer Service
Team Leader to manage and guide the customer support team. The TL will
be responsible for ensuring excellent customer service, monitoring team
performance, handling escalations, and achieving daily, weekly, and monthly
service targets.

Key Responsibilities

·         Lead, manage, and motivate the Customer Service
team.

·         Monitor daily team activities, productivity, and
performance.

·         Ensure all customer queries are handled
professionally and within the defined TAT.

·         Handle customer escalations and provide
appropriate solutions.

·         Monitor calls, chats, emails, and other customer
interactions for quality.

·         Conduct regular team meetings and provide
performance feedback.

·         Train and coach team members to improve
communication and customer-handling skills.

·         Ensure proper follow-up on unresolved customer
issues.

·         Track complaints, escalations, and resolution
status.

·         Maintain high customer satisfaction and service
quality standards.

·         Prepare daily, weekly, and monthly performance
reports.

·         Monitor attendance, punctuality, productivity,
and team discipline.

·         Coordinate with other departments to resolve
customer-related issues.

·         Identify recurring customer problems and suggest
process improvements.

·         Ensure the team follows company policies, SOPs,
and customer service processes.

·         Support the recruitment and onboarding of new
customer service executives when required.

Requirements

·         Minimum 1–2 years of experience in a
Team Leader preferred.

·         Customer Satisfaction (CSAT)

·         First Call Resolution (FCR)

·         Average Response Time

·         Average Handling Time (AHT)

·         Ticket/Query Resolution TAT

·         Customer Complaint Resolution Rate

·         Team Productivity

·         Call/Chat Quality Score

·         Escalation Rate

·         Attendance and Team Discipline

·         Customer Retention and Service Quality

Required Skills

·         Excellent verbal and written communication
skills.

·         Strong leadership and team-management skills.

·         Good problem-solving and decision-making
abilities.

·         Strong customer-handling and
escalation-management skills.

·         Ability to motivate and coach team members.

·         Good knowledge of customer service processes and
SOPs.

·         Ability to work under pressure and meet
deadlines.

·         Good knowledge of MS Excel/Google Sheets and CRM
or ticketing systems.

·         Strong analytical and reporting skills.

Benefits