This role oversees end-to-end customer service operations and drives continuous improvement, ensuring a consistent and seamless customer journey across various touch-points. TL has responsibility for Issue Resolution work-stream within Team. Has accountability for team deliverables.
Key Responsibilities:
- Lead and manage a team responsible for:
- Customer channel and case management
- Customer on-boarding and relationship building
- Contract and dispute resolution
- Escalation handling and issue resolution
- Provide leadership with full people management responsibilities, including:
- Hiring, coaching, and mentoring
- Performance management and pay reviews
- Talent development and succession planning
- Contribute to the strategic direction and execution of business and operational initiatives by:
- Developing and implementing policies, procedures, and best practices
- Aligning team goals with broader organizational objectives
- Driving efficiency, customer satisfaction, and service excellence
- Solve problems and make decisions by choosing from established alternatives within the area of expertise.
- Ensure task prioritization, resource allocation, and performance tracking for timely completion of deliverables
- Lead process improvements and change management initiatives within the customer experience function
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
📌 Team Leader - Lead Logistics (Chennai)
🏢 APM Terminals
📍 Chennai
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