Service Lead

1 week ago

New Delhi, India SAFFRON NETWORKS PVT LTD Full time

Position Title:Service Lead Department:[Customer Service / Operations / Technical Support] Reports To:Service Manager / Operations Manager Location:Gurgaon Employment Type:Full-timePosition Summary The Service Lead oversees daily service operations to ensure customers receive a high-quality, consistent, and timely experience. This role serves as the primary point of escalation for customer issues, supports the service team, monitors performance, and ensures adherence to company policies and service-level standards.Key Responsibilities Customer Service & Support Lead the frontline service team to deliver exceptional customer experiences. Minimum experience 6 to 10 years. Act as the main point of escalation for complex customer inquiries and complaints. Ensure all service requests, tickets, or orders are processed accurately and on time. Maintain strong customer relationships through effective communication and follow-up. Team Leadership Support and guide service staff in daily tasks; provide coaching and mentoring. Grow the Services Business. Assist in scheduling, task distribution, and workload balancing. Conduct regular team briefings to share updates, expectations, and feedback. Help onboard and train new staff in service standards and procedures. Operational Excellence Monitor service KPIs (response times, resolution rates, customer satisfaction). Identify areas for process improvement and implement solutions. Ensure compliance with company policies, safety guidelines, and quality standards. Prepare daily/weekly reports for management on service performance. Collaboration Coordinate with sales, logistics, technical, or operations teams to resolve issues. Work closely with the Service Manager to align staffing, resources, and priorities. Communicate customer insights and recurring issues to appropriate departments.Required Skills & Qualifications Proven experience in customer service or service operations (leadership experience preferred). Strong communication, problem-solving, and interpersonal skills. Ability to lead, motivate, and support team members. Competence in service software, ticketing systems, or CRM tools (e.g.,ZOHO) Strong organisational skills and ability to multitask in a fast-paced environment. High attention to detail and commitment to service excellence.Preferred Qualifications Experience in IT Industry only with Cisco Partner Certificate or training in customer service or leadership. Familiarity with lean operations or continuous improvement methodologies.Working Conditions Standard office or service centre environment. May require occasional extended hours during peak periods. Some roles may include onsite visits or coordination with field service teams.

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