Role Summary

The Team Leader:-Customer Care will serve as the first escalation point for the customer care team and oversee day-to-day customer service operations. The role is responsible for driving service excellence, monitoring team performance, resolving escalated client issues, strengthening client relationships, and improving customer experience across all touchpoints.

Key Responsibilities

• Lead, coach, and supervise the customer care team, ensuring high-quality service delivery across all client interactions.
• Act as the primary escalation point for complex customer issues and ensure timely resolution.
• Monitor individual and team performance using key service metrics, audits, and quality checks.
• Maintain accurate client data, contracts, and customer service records.
• Prepare and analyze customer service reports including complaints, cancellations, missed calls, and satisfaction scores.
• Manage client relationships through regular follow-ups, courtesy calls, visits, and account management.
• Coordinate internally with other departments to ensure prompt resolution of client queries and service delivery issues.
• Develop and implement customer service policies, scripts, procedures, and continuous improvement initiatives.
• Support client retention efforts, including handling cancellation requests and assisting with debt follow-ups.
• Train, onboard, motivate, and support customer care staff to deliver a consistent and positive customer experience.

Qualifications & Experience

• Bachelor’s degree in Business Studies, Public Relations, Social Sciences, Environmental Studies, or a related field.
• Minimum of 3 years’ experience in a corporate customer care environment.
• At least 2 years’ experience in a team leadership or supervisory role.

Key Skills & Competencies

• Strong leadership, coaching, and people management skills.
• Excellent communication, interpersonal, and problem-solving abilities.
• Strong analytical, reporting, and organizational skills.
• In-depth understanding of customer service best practices.
• High level of customer focus, professionalism, and attention to detail.
• Good understanding of business operations and client management.