We are hiring Team Leader for Email complaint management.

Location: Ghansoli, Navi Mumbai

Role Summary:-

The Team Lead for Complaints and Escalations will oversee team performance, manage customer complaints & feedback globally ensuring a seamless customer experience. This role requires strategic thinking to improve processes and resolve customer issues efficiently. Collaborating with cross-functional teams, the Team Lead will drive team development and maintain high standards in customer service within the process.

The position demands a proactive approach to anticipate challenges and implement solutions that align with organizational goals. A critical aspect will be analyzing customer feedback & managing complaints to enhance delivery service and ensure customer satisfaction.

Key Responsibilities:-

- Lead and manage a team responsible for handling complaints and escalations, ensuring timely resolution and customer satisfaction.
- Oversee the performance of the team, setting goals and providing regular feedback to improve efficiency and effectiveness.
- Develop and implement strategies to handle global customer complaint and feedback maintaining high service standards.
- Train and mentor team members,



fostering a culture of continuous learning and professional development.
- Ensure adherence to company policies and procedures in handling customer complaints and feedback.
- Prepare regular reports on team performance and customer feedback to present to senior management.
- Utilize CRM tools and software to track and manage customer interactions and complaints efficiently.
- Implement innovative solutions to enhance customer experience and reduce complaint resolution time.

Criteria:-

- Overall 6 years of relevant experience in BPO/Inbound Contact center. Minimum 1 year as Team Lead.
- Ability to handle escalations.
- Analytical and problem-solving skills along with valuable interpersonal skills, experience in any Customer Service domain
- Experience in managing cross-functional teams to drive improvements in customer service processes.
- Ability to implement feedback mechanisms that capture customer insights and drive strategic change.

Shift: 24x7 rotational (9-hour shift) Week Off: 2 rotational week-off

If the above role aligns with your experience and skill set, please share your updated resume at [email protected] or connect with me on WhatsApp at (phone hidden).

📌 Team Lead_ Email Escalation - Complaints Management (Mumbai)
🏢 Hexaware Technologies
📍 Mumbai