Job Title: Customer Service Lead

Role Purpose The Customer Service Lead will be responsible for managing day-to-day customer service operations, leading the customer service team, ensuring excellent customer experience, handling escalations, and driving operational efficiency and continuous process improvements.

Roles & Responsibilities

- Lead and manage the day-to-day operations of the Customer Service team.
- Ensure timely and effective resolution of customer queries, complaints, requests, and escalations.
- Handle complex and critical customer issues, ensuring appropriate and timely resolution.
- Guide, coach, and mentor Customer Service Representatives to achieve individual and team targets.
- Monitor team performance against defined KPIs, SLAs, and quality standards.
- Conduct regular team meetings and huddles to communicate business updates, process changes, and performance expectations.
- Monitor key performance metrics such as CSAT, FCR, AHT, response time, resolution time, productivity, and quality scores.
- Identify performance gaps and implement corrective action plans to improve team efficiency.
- Ensure consistent service quality and adherence to established customer service processes and guidelines. Support the onboarding, training, and development of current team members

- Manage team workload, resource allocation,



and operational coverage effectively.
- Monitor customer feedback and identify recurring issues to improve customer satisfaction.
- Drive continuous improvement initiatives to enhance service delivery and operational performance.
- Collaborate with internal stakeholders and management to resolve operational challenges.
- Prepare and share regular performance reports, dashboards, and operational updates.

- Foster a customer-centric culture, promoting accountability, teamwork, and employee engagement.

Key Performance Indicators (KPIs)

Customer Satisfaction (CSAT)

First Contact Resolution (FCR)

Service-Level Achievement (SLA)

Average Handling Time (AHT)

Response and Resolution Time

Customer Complaint and Escalation Management

Quality Assurance Scores

Team Productivity and Performance

Employee Development and Retention

Process Compliance and Improvements

Stakeholder Satisfaction

Details

Location : Embassy tech village Belandur, Bangalore

Shifts : Night shifts

Transport : provided

"We are looking out for immediate joiners or less than 15 days notice period"

Contact HR Shivani@(phone hidden)

Kind Regards,

Shivani Amar

Talent Acquisition Manager

Phone : (phone hidden)

Email: [email protected]

📌 Team Lead - BPO (Bengaluru)
🏢 Getix Health
📍 Bengaluru