Job Description

Job Title: Customer Service Team LeadLocation: South Delhi- Mohan Estate (On-site)Employment Type: Full-timeSalary: Fixed salary up to - 55,000 per monthLanguage Requirement: English, Hindi, Punjabi (For Delhi location), Gujarati (For Ahmedabad location only)Hiring Partner: StaffAnchor Talent Solutions (for a client organization)Note: Saturday and Sunday will be mandatory working with 2 Rotational Week-offs. Job OverviewWe are looking for an experienced Customer Service Team Lead to manage and support a customer service team handling voice and messaging-based service requests. This role involves team supervision, escalation handling, service quality monitoring, and operational performance management in a customer-facing environment.Key Responsibilities- Supervise and guide a team of Customer Service Associates- Monitor daily team performance against defined service metrics- Handle customer escalations related to accounts, payments, and service concerns- Conduct regular team meetings, one-on-one discussions, and performance reviews- Ensure adherence to response time, resolution time, and quality benchmarks- Manage team attendance, shift scheduling, and workload distribution- Review customer interactions for accuracy, empathy, and policy compliance- Prepare basic performance reports and recommend improvement actions- Coordinate with internal teams to resolve issues and improve processes- Ensure compliance with company policies, SOPs, and data privacy guidelinesRequired Qualifications- 4-7 years of experience in customer service- Minimum 2 years of experience in a team lead or supervisory role- Strong verbal and written communication skills- Fluency in English, Hindi & Punjabi (mandatory)- Experience handling customer escalations and conflict situations- Working knowledge of Excel or Google SheetsPreferred Qualifications- Experience in consumer-facing or internet-based companies- Familiarity with CRM or ticketing tools such as Freshdesk, Zendesk, or similar platformsKey Performance Indicators (KPIs)- Customer satisfaction scores- Response and resolution timelines- Escalation resolution effectiveness- Quality audit scores- Team productivity and attendanceWork Details- On-site role based in South Delhi- 5 working days per week- Saturday and Sunday are working days- Weekly offs will be rotational (ref:updazz.com)

Skills Required