Customer Care Team Lead

3 days ago

Kolkata, West Bengal, India Orion Full time ₹ 3,00,000 - ₹ 9,00,000 per year

A renowned tours and travel company is currently hiring Team Leader Customer care for Kolkata location.

Role & responsibilities

  • Supervise and guide a team of voice executives handling inbound and outbound calls.
  • Monitor call quality, service levels, and adherence to company standards.
  • Handle escalated customer queries or complaints and ensure timely resolution.
  • Train and motivate the team on communication skills, product knowledge, and customer handling.
  • Coordinate with the operations, ticketing, and depot teams for real-time issue resolution.
  • Analyze daily call reports and share insights to improve customer satisfaction.
  • Ensure accurate information flow regarding schedules, cancellations, and booking procedures.
  • Maintain discipline, punctuality, and performance within the team. Prepare performance reviews and suggest improvement plans where required.

Preferred candidate profile

  • Strong verbal communication skills in Hindi, and English.
  • Excellent listening, problem-solving, and conflict-resolution ability.
  • Good leadership and team management skills.
  • Ability to multitask and stay calm under pressure.
  • Basic computer knowledge (MS Office, CRM, and call monitoring tools)
  • Minimum 35 years of experience in a voice-based customer care setup, preferably in transport, travel, or service sector.
  • Prior experience in team handling is a must
  • 25-33 (Female Preferred)
  • Graduate in any discipline (Hospitality, Management, or Commerce preferred).
  • Dunlop (Kolkata) Please note:- Rotational shifts including weekends and holidays as per business requirement

Salary: 25K in hand

Interested candidate can drop their cv's on or

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