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Customer Service Team Lead

2 weeks ago

Bengaluru, Karnataka, India Trustpaisa Full time ₹ 6,00,000 - ₹ 12,00,000 per year

JOB DESCRIPTION:

Customer Support Team Lead

COMPANY PROFILE:

Flexidigital Tech India Private Limited is part of the Fingular Group and operates in India's digital lending space under the brand name TrustPaisa
).

JOB SUMMARY:

We are looking for a proactive and experienced Customer Support Team Lead
to oversee and guide our customer care team. In this role, you will be responsible for managing day-to-day operations, ensuring exceptional service delivery, monitoring performance, and supporting team members in resolving customer issues. You will play a critical role in enhancing the customer journey, from loan application assistance to payment follow-ups, while driving the team to meet targets and maintain compliance standards.

KEY RESPONSIBILITIES:

  1. Supervise, guide, and motivate the customer care team to achieve individual and team targets.
  2. Monitor daily inbound and outbound calls, ensuring leads are handled promptly and effectively.
  3. Review and assess lead quality, ensuring accurate escalation to the appropriate queues.
  4. Ensure consistent use of approved communication scripts and adherence to process guidelines.
  5. Support team members in identifying customer needs, clarifying information, resolving issues, and providing optimal solutions.
  6. Foster strong customer relationships and ensure high engagement and satisfaction levels.
  7. Maintain and oversee accurate call records and reports within the call centre database.
  8. Manage follow-up activities for outstanding payments and timely reminder calls.
  9. Monitor adherence to compliance policies, company regulations, and operational standards.
  10. Oversee closure of loan payments based on management's prescribed matrix.
  11. Analyze team performance data and implement strategies for improvement.
  12. Organize training, coaching, and performance reviews to build team capability.

REQUIREMENTS & QUALIFICATIONS:

  1. Minimum qualification: 12th Pass (Graduate preferred).
  2. Minimum 3–4 years of experience in telecalling sales or telecollection for loan products, with at least 1–2 years in a team lead or supervisory role.
  3. Strong leadership, coaching, and performance management skills.
  4. Excellent communication, problem-solving, and interpersonal abilities.
  5. Proficiency in using CRM tools and call tracking systems.
  6. Must be residing in Bengaluru.