Job Summary
We are looking for an experienced and energetic Team Lead – Customer Care to manage and motivate a multilingual customer support team. The candidate will be responsible for ensuring excellent customer service, handling escalations, monitoring team performance, and maintaining high customer satisfaction.
Key Responsibilities
- Lead, manage, and motivate the Customer Care team.
- Handle customer queries, complaints, and escalations professionally.
- Monitor daily team performance and ensure achievement of KPIs, SLAs, CSAT and productivity targets.
- Conduct regular team meetings, coaching sessions, and performance reviews.
- Support team members in resolving difficult or escalated customer issues.
- Monitor call quality and ensure professional communication with customers.
- Coordinate with Sales, Operations, Technical and other departments for quick issue resolution.
- Prepare and maintain daily/weekly performance reports.
- Identify customer service issues and implement improvements.
- Train and mentor new and existing team members.
- Ensure proper documentation of customer interactions and complaints.
- Maintain a positive, customer-focused and high-performance work environment.
Candidate Requirements
- Bachelor's degree in any discipline preferred.
- 3–6 years of experience in Customer Care / Customer Support
- Minimum 3-5 years of experience in a Team Lead or supervisory role preferred.
- Excellent leadership and team-handling skills.
- Strong problem-solving and conflict-resolution abilities.
- Good knowledge of CRM and MS Office.
- Excellent verbal and written communication skills.
- Multilingual candidates preferred – proficiency in English plus Malayalam / Hindi / Tamil / Kannada or other languages will be an advantage.
- Ability to work under pressure and manage multiple customer issues efficiently.
Job Type: Full-time
Pay: ₹30,000.00 - ₹42,000.00 per month
Benefits:
- Cell phone reimbursement
- Health insurance
Education:
Location:
- Edapally, Kochi, Kerala (Required)
Work Location: In person
