Customer Service Team Leader

We are seeking a dedicated and experienced Customer Service Team Leader to join our team in Pune, Maharashtra. In this role, you will lead and motivate a team of Customer Service Executives, ensuring that they deliver exceptional service to our customers. You will be responsible for monitoring key performance indicators (KPIs), service level agreements (SLAs), productivity, attendance, and quality of service. Your leadership will be crucial in handling escalated customer and seller queries, resolving issues related to orders, payments, returns, and refunds.

Key responsibilities include conducting coaching sessions, providing feedback, and performing performance reviews to enhance team capabilities. You will prepare daily and weekly performance reports to track progress and identify areas for improvement. Additionally, you will coordinate with internal teams to resolve operational issues and identify process gaps, suggesting improvements where necessary.

The ideal candidate will have a minimum of 2 years of experience in customer service or team handling, with mandatory experience in e-commerce and seller support. Strong communication skills in both English and Hindi are essential, along with a good understanding of escalation and customer service processes. You should possess strong leadership, problem-solving, and decision-making skills, as well as basic knowledge of MS Excel and reporting. This position requires flexibility to work in rotational shifts.

If you are passionate about leading a team and enhancing customer satisfaction, we encourage you to apply for this exciting opportunity.