About Global Assure

Global Assure is a comprehensive Value-Added Services (VAS) partner to leading NBFCs, OEMs, and corporates. With strong expertise in Automobile Roadside Assistance (RSA) and expanding solutions across Extended Warranty, Health Assistance, Travel Assistance, and Wallet Protection, we empower our partners to deliver differentiated customer experiences that inspire trust and long-term loyalty.

Role Overview

The Team Leader Customer Service will be responsible for leading a team of customer service executives in delivering timely, empathetic, and accurate assistance to customers, primarily in the Automobile RSA domain. This role requires robust people management skills, process knowledge, and the ability to ensure seamless customer interactions while meeting SLA and quality standards.

Key Responsibilities

Lead and manage a team of Customer Service Executives handling inbound and outbound RSA cases
Ensure high-quality resolution of customer queries, breakdown calls, and service requests within defined SLAs




Act as the first level of escalation for customer issues and provide quick, effective solutions
Conduct daily team huddles, call monitoring, and quality audits to drive consistency and service excellence
Mentor and coach team members to improve soft skills, product knowledge, and service handling abilities
Monitor team performance metrics (AHT, FTR, CSAT, SLA adherence) and drive continuous improvement
Collaborate with the Alarm Center, Vendor Partners, and Escalation Desk to ensure smooth case closure
Prepare daily/weekly MIS reports on performance, escalations, and customer feedback

Key Skills & Competencies

Strong people management and team motivation skills
Sound knowledge of RSA operations, customer handling, and vendor coordination
Excellent communication (English & Hindi) with empathetic listening skills
Problem-solving mindset with ability to stay calm under pressure
Familiarity with CRM tools, ticketing systems, and service dashboard

📌 Work Force Management (Gurugram)
🏢 Global Assure
📍 Gurugram