Team Leader

3 days ago

Bengaluru, Karnataka, India Karyarth Consultancy Full time US$ 60,000 - US$ 1,20,000 per year

Role Overview

We are seeking an experienced Team Leader - Customer Service to lead and manage a dynamic team of customer service professionals from our Bangalore office. You will be responsible for overseeing day-to-day operations, ensuring exceptional service delivery across all customer touchpoints, and driving team productivity. This role requires a perfect blend of strong leadership, operational knowledge, and a genuine passion for B2C customer support.

Key Responsibilities

  • Team Leadership and Management: Lead, mentor, and motivate a team of customer service professionals, fostering a high performance culture.
  • Operational Excellence: Oversee day-to-day operations, ensuring adherence to service level agreements (SLAs) and quality standards.
  • Customer Service Excellence: Handle complex customer escalations, implement effective resolution strategies, and drive customer satisfaction through proactive service delivery.
  • Training and Development: Conduct regular coaching sessions and talent development programs for your team members.
  • Performance Management: Monitor and analyze key metrics like CSAT and NPS to continuously improve service quality and team productivity.

Must-Have Qualifications

  • Experience: A minimum of 2 to 6 years of experience in a customer service role, with a strong focus on post-sales support in a
  • B2C business vertical. B2B experience is not required for this role.
  • Education: A Graduate degree is mandatory.
  • Language Proficiency: Fluency in English and Tamil is mandatory for effective communication with our diverse customer base
  • in the South territory. Proficiency in Telugu and Kannada is a strong advantage.
  • Personal Attributes: Exceptional communication and interpersonal skills, strong leadership abilities, and a proven track record of handling complex customer situations.

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