Job Description: Service Team Lead
Objective
We are looking for a proactive and experienced Service Team Lead to oversee daily customer service operations and ensure high-quality service delivery. The ideal candidate will be responsible for leading and mentoring the service team, handling customer escalations, monitoring team performance, and improving operational efficiency while maintaining excellent customer satisfaction.
Job Responsibilities:
- Supervise, lead, and motivate the service team to achieve departmental goals and performance KPIs.
- Manage day-to-day customer service operations and ensure smooth workflow management.
- Handle complex customer escalations and provide timely and effective resolutions.
- Monitor individual and team performance through regular audits, reviews, and feedback sessions.
- Train, mentor, and support team members to improve productivity and service quality.
- Analyse customer feedback and operational reports to identify improvement opportunities.
- Ensure adherence to company policies, service standards, and operational procedures.
- Coordinate with internal teams to resolve service-related issues efficiently.
- Prepare and maintain reports related to team performance, customer satisfaction, and service metrics.
- Foster a positive, professional, and customer-focused work environment.
- Continuously identify and implement process improvements to enhance customer experience and operational efficiency.
Requirements and skills:
- 4–8 years of experience in customer service or service operations.
- Strong leadership and team management skills.
- Prior experience in a team lead or supervisory role is preferred.
- Excellent communication and interpersonal abilities.
- Strong problem-solving and decision-making capabilities.
- Ability to manage multiple tasks and work under pressure.
- Good analytical and organizational skills.
- Proficiency in MS Office and service management tools.
Pay: ₹30,000.00 - ₹45,000.00 per month
Benefits:
- Food provided
- Provident Fund
Work Location: In person
