Job Description Customer Service Team Leader

Company: Matrimony.com Ltd.
Department: Customer Service (CS)
Location: Andheri East, Mumbai
Experience: Minimum 2+ years
Qualification: Graduate
Shift: Rotational shifts and rotational week-offs

Job Summary

We are looking for a dynamic and target-oriented Customer Service Team Leader to manage a team of customer service executives, ensure excellent customer experience, achieve performance targets, and drive revenue growth through upselling and cross-selling.

Key Responsibilities

- Lead, manage, and motivate a team of 30–35 customer service executives.
- Monitor daily team performance, productivity, quality, and customer satisfaction.
- Ensure achievement of operational targets and service-level agreements (SLAs).
- Handle customer escalations and ensure timely resolution of queries and complaints.
- Drive upselling and cross-selling opportunities to achieve business targets.
- Conduct regular team briefings, performance reviews, and coaching sessions.
- Monitor calls and provide feedback to improve communication skills and service quality.
- Track daily,



weekly, and monthly performance reports and share updates with management.
- Maintain team discipline, attendance, and adherence to company policies.
- Identify performance gaps and implement action plans to improve productivity.

Required Skills

- Strong leadership, communication, and team management skills.
- Experience managing a customer service team in a BPO or service-oriented environment.
- Good understanding of customer handling, escalation management, and call quality.
- Proven ability to achieve team targets and improve performance.
- Upselling and cross-selling experience will be an added advantage.
- Valuable analytical, problem-solving, and decision-making skills.

About Matrimony.com Ltd.

Matrimony.com Ltd. is a leading online matchmaking company offering matchmaking and relationship services to customers across India.

Contact for Applications

Rasika Bisht
Contact: (phone hidden)
Email: [email protected]

📌 Customer Service Team Lead (Mumbai)
🏢 Matrimony.com
📍 Mumbai