Job Description

Job Title

: Customer Care Team Leader (TL)

Location

: Panchkula

Job Type

: Full-time

Job Overview:

We are looking for a highly motivated

Customer Care Team Leader (TL)

with

3+ years

of experience in managing customer service teams. The ideal candidate will be experienced in handling customer queries through multiple channels

(call and chat)

, leading a team of customer care professionals, and ensuring high customer satisfaction. Proficiency in making reports and handling Excel data is also key to this role.

Key Responsibilities:

1) Customer Interaction Management

Handle customer inquiries and concerns through

call

and

chat

platforms, ensuring prompt, clear, and helpful communication. Resolve complex customer issues, ensuring the customer's needs are met effectively and professionally. Maintain a positive, empathetic, and professional attitude toward customers at all times.

2) Team Leadership & Supervision

Lead and manage a team of customer care representatives, ensuring adherence to quality standards and service level agreements (SLAs). Provide day-to-day guidance and support to team members, offering training and coaching to improve their performance and customer handling skills. Monitor team performance and assist with complex or escalated queries, ensuring high-quality resolutions.

3) Performance Monitoring & Reporting

Generate detailed reports on team performance using

Excel

(e.g., tracking metrics like call/chat volume, response time, customer satisfaction). Analyze customer service data to identify areas for improvement and implement strategies to increase efficiency and quality. Track and report on KPIs like First Call Resolution (FCR), customer satisfaction (CSAT), and response times.

4) Customer Satisfaction Focus

Ensure the team delivers exceptional service, leading to high

customer satisfaction

and loyalty. Continuously monitor and improve service delivery to meet customer expectations and ensure that feedback is taken into account for service improvements. Work with the management team to address and resolve customer satisfaction issues.

5) Escalation Management

Handle and resolve escalated customer complaints and issues in a calm and efficient manner. Serve as the final point of contact for complex or high-priority customer issues, ensuring prompt resolution.

6) Process Improvement & Compliance

Collaborate with other departments to identify process improvements and recommend best practices for improving customer interactions. Ensure that all customer service procedures are followed and that compliance with company policies and quality standards is maintained.

7) Team Engagement & Motivation

Foster a positive work environment, ensuring the team stays motivated and engaged. Recognize and celebrate team achievements to maintain morale and encourage continuous improvement.

Qualifications:

Experience:

Minimum of

3+ years

in customer service, with at least

1-2 years

of leadership or supervisory experience.

Education:

Bachelor's degree in Business, Communications, or a related field (preferred). Strong experience in

handling customer interactions

via call and chat platforms. Proficient in

Microsoft Excel

and experience in creating and analyzing customer service reports. Exceptional communication, problem-solving, and conflict-resolution skills. Ability to manage and guide a customer service team while ensuring high standards of service.

Customer-focused

mindset with a passion for delivering excellent service.
Job Types: Full-time, Permanent

Pay: ₹10,000.00 - ₹24,558.63 per month

Work Location: In person

Speak with the employer

+91 9218077440