Job Title: Customer Care Role

Department: Customer Service / Customer Care

Reports To: Customer Care Manager / Operations Manager

Job Summary:
The Customer Care Team Leader is responsible for leading, coaching, and motivating a team of customer service executives to deliver high-quality customer support. The role involves monitoring team performance, resolving escalated customer issues, ensuring adherence to company policies, and driving continuous improvement in customer satisfaction.

Key Responsibilities

- Supervise and manage the daily activities of the customer care team.
- Monitor team performance against KPIs such as SLA, quality, productivity, and customer satisfaction.
- Provide coaching, training, and regular feedback to team members.
- Handle and resolve escalated customer complaints professionally.
- Ensure adherence to company policies, processes, and service standards.
- Prepare daily, weekly, and monthly performance reports.
- Conduct team meetings and communicate process updates.
- Identify performance gaps and implement improvement plans.
- Coordinate with other departments to resolve customer issues efficiently.
- Support recruitment, onboarding, and performance appraisal activities.
- Maintain high levels of employee engagement and motivation.

Required Skills





- Solid leadership and team management skills.
- Excellent verbal and written communication.
- Problem-solving and conflict-resolution abilities.
- Customer-focused mindset.
- Good analytical and reporting skills.
- Ability to work under pressure and meet deadlines.
- Proficiency in MS Excel, MS Office, CRM software, and customer support tools.

Qualifications

- Bachelor's degree in any discipline (preferred).
- 2–5 years of experience in customer service, with at least 1–2 years in a team leadership role.
- Experience in handling customer escalations and team performance management.

Key Performance Indicators (KPIs)

- Customer Satisfaction (CSAT)
- First Call Resolution (FCR)
- Average Handling Time (AHT)
- Service Level Agreement (SLA) compliance
- Team productivity and attendance
- Quality Assurance (QA) scores
- Employee engagement and attrition
- Customer complaint resolution time

Job location is pan India

Current CTC hike

Interested candidate apply over the email [email protected]/ (phone hidden)

Pay: ₹15,000.00 - ₹25,000.00 per month

Benefits:

- Health insurance
- Provident Fund

Work Location: In person

📌 Customer Care Associate (Mumbai)
🏢 TCI EXPRESS
📍 Mumbai