Job Location: Pan India

Current CTC Hike

Language Proficiency of Hindi, English

Company Profile: https://www.tciexpress.in/

LinkedIn Profile: https://in.linkedin.com/company/tciexpressltd

JOB DESCRIPTION

Team Leader – Customer Care

Position Team Leader – Customer Care

1. Job Purpose

To manage day-to-day Customer Care operations at the assigned location, lead the team in resolving customer queries

and service complaints, and ensure timely coordination with branches, hubs and regional teams. The role is

accountable for service quality, complaint resolution, SLA adherence and customer satisfaction.

2. Key Responsibilities

 Lead, guide and monitor the Customer Care team to ensure effective handling of daily customer queries and

complaints.

 Manage escalated cases relating to shipment delay, non-delivery, shortage, damage, proof of delivery (POD) and

other service issues.

 Monitor shipment status, non-delivery reports (NDR), pending cases and complaint ageing; ensure regular follow-up

until closure.

 Ensure adherence to defined response and resolution SLAs, service standards and turnaround times (TAT).

 Coordinate with booking branches, delivery branches, hubs, Regional Managers and Controlling Heads for timely

issue resolution.

 Take ownership of critical customer escalations and provide clear, accurate and timely updates to customers.

 Review daily pending complaints, identify ageing cases and drive closure through regular follow-up with concerned

teams.

 Prepare and review daily, weekly and monthly MIS reports covering complaint volumes, closure, ageing, SLA

performance and team productivity.

 Analyse recurring complaints,



identify root causes and recommend corrective and preventive actions to reduce

repeat issues.

 Coach team members on customer communication, complaint handling, process compliance and service quality.

 Maintain professional communication with customers through calls, emails and other approved service channels.

 Support process improvements and customer experience initiatives as directed by the management.

3. Mandatory Eligibility Criteria

 Graduate in any discipline.

 Minimum 3 years of overall work experience.

 Minimum 1 year of relevant Team Leader experience.

 Relevant experience in Customer Care / Customer Service or Logistics Key Account Management (KAM) is

mandatory.

 Must be willing relocation as per business requirement.

 Good verbal and written communication skills.

 Working knowledge of MS Excel, email and MIS reporting.

4. Preferred Industry Experience

 Experience in logistics, express cargo, courier, transportation or supply chain operations.

 Practical understanding of shipment booking, movement, delivery, POD and complaint-resolution processes.

5. Required Skills and Competencies

 Team leadership, task allocation and performance monitoring.

 Customer complaint and escalation management.





 Understanding of logistics operations and shipment lifecycle.

 Effective coordination with branches, hubs and regional stakeholders.

 Problem-solving, decision-making and ownership of cases.

 MIS preparation, data interpretation and basic Excel skills.

 Ability to work under pressure and manage multiple priorities.

 Customer-focused approach with clear and professional communication.

6. Key Performance Indicators (KPIs)

KPI Measurement / Expected Outcome

Complaint resolution Achievement of defined complaint closure SLA and

resolution TAT

Same-day closure Same-day complaint resolution percentage

Pending complaint ageing Control of pending cases and ageing backlog

Customer satisfaction CSAT score and customer feedback

Response time First response and follow-up adherence

Team productivity Agent productivity, quality and overall team performance

Escalation management Timely handling and closure of critical escalations

MIS and reporting Accuracy and timely submission of operational reports

Root-cause improvement Corrective actions and reduction in repeat operational

failures

7. Ideal Candidate Profile

A hands-on Customer Care professional with proven team-handling experience, solid knowledge of customer

complaint management and practical exposure to logistics operations. The candidate should be capable of

independently managing daily team activities, coordinating with operational stakeholders and driving timely resolution of customer issues.

Interested candidate apply over the mention email id [HIDDEN TEXT]/(phone hidden)

📌 Customer Service Team Leader (Ahmedabad)
🏢 Tci Express
📍 Ahmedabad