Senior Advisor
Job Description
Hiring: Customer Service Team Lead
📍 Location: Bangalore
💼 Job Type: Full-Time
🏢 Department: Customer Service
👤 Reporting To: Customer Service Manager / Operations Manager
Job Summary
We are looking for an experienced and customer-focused Customer Service Team Lead to lead our customer support team and ensure exceptional service delivery. The ideal candidate will be responsible for supervising daily operations, mentoring team members, managing escalations, monitoring key performance metrics, and driving continuous improvements in customer experience and operational efficiency.
Key Responsibilities
Supervise the day-to-day operations of the customer service team.
Lead, mentor, coach, and motivate customer service representatives to achieve individual and team goals.
Handle complex customer issues and escalations with professionalism and timely resolution.
Monitor key performance indicators (KPIs) such as:
Customer Satisfaction (CSAT)
Response Time
Resolution Rate
Productivity and Quality Metrics
Conduct regular team meetings, one-on-one coaching sessions, and training programs.
Assist with workforce planning, shift scheduling, and workload allocation.
Collaborate with Sales, Technical Support, Operations, and other internal teams to resolve customer concerns efficiently.
Identify process improvement opportunities and recommend enhancements to customer service procedures.
Ensure adherence to company policies, quality standards, and regulatory requirements.
Prepare performance reports and provide updates to management.
Eligibility Criteria
Proven experience as a Customer Service Executive, Senior Customer Support Executive, Senior Agent, or a similar customer-facing role.
Prior experience as a Team Lead, Supervisor, or in a people management role is preferred.
Strong leadership, coaching, and team management skills.
Excellent verbal and written communication skills.
Strong conflict resolution, decision-making, and problem-solving abilities.
Proficiency in CRM applications, customer service software, and Microsoft Office.
Ability to multitask and perform effectively in a fast-paced environment.
High School Diploma or equivalent is required.
Bachelor’s Degree in Business Administration or a related field is an added advantage.
Key Competencies
Customer-Centric Approach
Leadership and Team Development
Performance Management
Communication and Interpersonal Skills
Time Management
Analytical Thinking and Problem Solving
Emotional Intelligence
Adaptability and Resilience
Employee Benefits
Competitive Salary
Performance-Based Incentives
Health, Dental, and Vision Insurance
Paid Time Off and Public Holidays
Career Growth and Leadership Development Opportunities
Supportive and Collaborative Work Environment
Apply Now
For more information or to apply, contact:
Aditya
📞 9686682465
📞 7259027295
📞 7760984460
📞 9686454296
📞 9900024811
