Join our Team as a Team Leader- Customer Service

Location: Gurgaon

Role Purpose
To lead and manage daily customer support operations, ensuring productive handling of requests, high-quality service delivery, and consistent achievement of SLAs. The role focuses on team leadership, incident ownership, and continuous improvement, while acting as a subject matter expert for complex customer issues, particularly in billing and invoicing.
Key Responsibilities
Operational Management
Oversee daily management, triage, and allocation of customer support requests to ensure productive workflow.
Monitor team performance to ensure achievement of SLAs and operational targets.
Support and guide agents to deliver timely, accurate, and effective ticket resolution.

Leadership & Team Development
Lead, coach, and motivate team members to deliver high-quality customer service.
Conduct regular 1:1s and monthly coaching sessions with all Advisors.
Identify training needs and provide ongoing development and support.
Promote best practice use of systems, processes,



and tools to enhance performance.
Drive team engagement and wellbeing initiatives.

Escalation & Incident Ownership
Take ownership of incidents, ensuring they are managed, communicated, and escalated appropriately.
Act as the first point of escalation for customer complaints and complex cases.
Ensure escalations are resolved within agreed SLAs and communicated effectively.

Decision Making & Governance
Investigate and approve pricing overrides where incorrect customer charges have been identified.
Ensure all customer communications are explicit, accurate, and timely via appropriate platforms (e.g. Salesforce).
Maintain service transparency through timely updates, including status page communications during outages or disruptions.

Advanced Support & Expertise
Handle complex customer queries, particularly relating to billing and invoicing issues.
Apply specialist knowledge of partner accounts, billing s

📌 Team Leader Customer Service Gurugram
🏢 Onecom
📍 Gurugram