Role Overview:
The Team Leader Customer Service will be responsible for leading a team of customer service executives in delivering timely, empathetic, and accurate assistance to customers, primarily in the Automobile RSA domain. This role requires strong people management skills, process knowledge, and the ability to ensure seamless customer interactions while meeting SLA and quality standards.
Key Responsibilities:
- Lead and manage a team of Customer Service Executives handling inbound and outbound RSA cases.
- Ensure high-quality resolution of customer queries, breakdown calls, and service requests within defined SLAs.
- Act as the first level of escalation for customer issues and provide quick, effective solutions.
- Conduct daily team huddles, call monitoring, and quality audits to drive consistency and service excellence.
- Mentor and coach team members to improve soft skills, product knowledge, and service handling abilities.
- Monitor team performance metrics (AHT, FTR, CSAT, SLA adherence) and drive continuous improvement.
- Collaborate with the Alarm Center, Vendor Partners, and Escalation Desk to ensure smooth case closure.
- Prepare daily/weekly MIS reports on performance, escalations, and customer feedback.
- Support HR in hiring, onboarding, and training new team members as required.
Key Skills & Competencies:
- Strong people management and team motivation skills.
- Sound knowledge of RSA operations, customer handling, and vendor coordination.
- Excellent communication (English & Hindi) with empathetic listening skills.
- Problem-solving mindset with ability to stay calm under pressure.
- Familiarity with CRM tools, ticketing systems, and service dashboards.
- Analytical ability to interpret data and implement process improvements.
Qualifications & Experience:
- Graduate in any discipline; additional certifications in customer service are a plus.
- 46 years of experience in customer service, with at least 13 years in a supervisory/Team Leader role.
- Prior exposure to Automobile RSA / Assistance Services / Insurance Assistance is highly preferred.
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