Customer Service Team Leader

Job highlights

• PF, Health Insurance, ESI (ESIC)Job DescriptionJob Description – Customer Service Team LeaderCompany: Matrimony.com Ltd.Department: Customer Service (CS)Location: Andheri East, MumbaiExperience: Minimum 2+ yearsQualification: GraduateShift: Rotational shifts and rotational week-offsJob SummaryWe are looking for a dynamic and target-oriented Customer Service Team Leader to manage a team of customer service executives, ensure excellent customer experience, achieve performance targets, and drive revenue growth through upselling and cross-selling.Key ResponsibilitiesLead, manage, and motivate a team of 30–35 customer service executives.Monitor daily team performance, productivity, quality, and customer satisfaction.Ensure achievement of operational targets and service-level agreements (SLAs).Handle customer escalations and ensure timely resolution of queries and complaints.Drive upselling and cross-selling opportunities to achieve business targets.Conduct regular team briefings, performanc

Job Description – Customer Service Team Leader Company: Matrimony.com Ltd. Department: Customer Service (CS) Location: Andheri East, Mumbai Experience: Minimum 2+ years Qualification: Graduate Shift: Rotational shifts and rotational week-offs Job SummaryWe are looking for a dynamic and target-oriented Customer Service Team Leader to manage a team of customer service executives, ensure excellent customer experience, achieve performance targets, and drive revenue growth through upselling and cross-selling. Key ResponsibilitiesLead, manage, and motivate a team of 30–35 customer service executives. Monitor daily team performance, productivity, quality, and customer satisfaction. Ensure achievement of operational targets and service-level agreements (SLAs). Handle customer escalations and ensure timely resolution of queries and complaints. Drive upselling and cross-selling opportunities to achieve business targets. Conduct regular team briefings, performance reviews, and coaching sessions. Monitor calls and provide feedback to improve communication skills and service quality. Track daily, weekly, and monthly performance reports and share updates with management. Maintain team discipline, attendance, and adherence to company policies. Identify performance gaps and implement action plans to improve productivity. Required SkillsStrong leadership, communication, and team management skills. Experience managing a customer service team in a BPO or service-oriented environment. Good understanding of customer handling, escalation management, and call quality. Proven ability to achieve team targets and improve performance. Upselling and cross-selling experience will be an added advantage. Good analytical, problem-solving, and decision-making skills. About Matrimony.com Ltd.Matrimony.com Ltd. is a leading online matchmaking company offering matchmaking and relationship services to customers across India. Contact for Applications Rasika Bisht Contact: [hidden] Email: [hidden]