Language Proficiency of Hindi, English
LinkedIn Profile:

Team Leader – Customer Care

Position Team Leader – Customer Care

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

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





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

Must be willing relocation as per business requirement.
 Working knowledge of MS Excel, email and MIS reporting.
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.

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.
- MIS preparation, data interpretation and basic Excel skills.
- Key Performance Indicators (KPIs)

Complaint resolution Achievement of defined complaint closure SLA and

Same-day closure Same-day complaint resolution percentage
Pending complaint ageing Control of pending cases and ageing backlog
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
A hands-on Customer Care professional with proven team-handling experience, robust knowledge of customer
complaint management and practical exposure to logistics operations. independently managing daily team activities, coordinating with operational stakeholders and driving timely resolution of customer issues.

📌 Customer Service Coordinator - Leading Supply Chain (Mumbai)
🏢 Tci Express
📍 Mumbai