Job Description

Job Location: Pan India

Current CTC Hike

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

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

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

Strong 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.