Position Title:Service Lead
Department:[Customer Service / Operations / Technical Support]
Reports To:Service Manager / Operations Manager
Location:Gurgaon
Employment Type:Full-time
Position Summary
The Service Lead oversees daily service operations to ensure customers receive a high-quality, consistent, and timely experience. This role serves as the primary point of escalation for customer issues, supports the service team, monitors performance, and ensures adherence to company policies and service-level standards.
Key Responsibilities
Customer Service & Support
- Lead the frontline service team to deliver exceptional customer experiences.
- Minimum experience 6 to 10 years.
- Act as the main point of escalation for complex customer inquiries and complaints.
- Ensure all service requests, tickets, or orders are processed accurately and on time.
- Maintain strong customer relationships through effective communication and follow-up.
Team Leadership
- Support and guide service staff in daily tasks; provide coaching and mentoring.
- Grow the Services Business.
- Assist in scheduling, task distribution, and workload balancing.
- Conduct regular team briefings to share updates, expectations, and feedback.
- Help onboard and train new staff in service standards and procedures.
Operational Excellence
- Monitor service KPIs (response times, resolution rates, customer satisfaction).
- Identify areas for process improvement and implement solutions.
- Ensure compliance with company policies, safety guidelines, and quality standards.
- Prepare daily/weekly reports for management on service performance.
Collaboration
- Coordinate with sales, logistics, technical, or operations teams to resolve issues.
- Work closely with the Service Manager to align staffing, resources, and priorities.
- Communicate customer insights and recurring issues to appropriate departments.
Required Skills & Qualifications
- Proven experience in customer service or service operations (leadership experience preferred).
- Strong communication, problem-solving, and interpersonal skills.
- Ability to lead, motivate, and support team members.
- Competence in service software, ticketing systems, or CRM tools (e.g.,ZOHO)
- Strong organisational skills and ability to multitask in a fast-paced environment.
- High attention to detail and commitment to service excellence.
Preferred Qualifications
- Experience in IT Industry only with Cisco Partner
- Certificate or training in customer service or leadership.
- Familiarity with lean operations or continuous improvement methodologies.
Working Conditions
- Standard office or service centre environment.
- May require occasional extended hours during peak periods.
- Some roles may include onsite visits or coordination with field service teams.
