Back Office Team Leader

Job Description: Team Leader – After-Sales Service

Department: After-Sales Service
Designation: Team Leader
Industry: Consumer Electronics / Home Appliances / Service Provider
Experience: 3–5 Years
Location: As per business requirement

Job Summary

We are looking for an experienced and result-oriented Team Leader to manage after-sales service operations, lead a team of service engineers and technicians, ensure timely resolution of customer complaints, and maintain high levels of customer satisfaction.

Key Responsibilities

• Manage day-to-day after-sales service operations and ensure smooth workflow.

• Lead, guide, and monitor a team of service engineers, technicians, and customer support executives.

• Allocate service calls to engineers and ensure timely resolution within defined TAT.

• Monitor pending service calls, repeat complaints, escalations, and customer feedback.

• Coordinate with customers, clients, and internal teams to resolve service-related issues.

• Track team performance and ensure achievement of service KPIs and targets.

• Prepare daily, weekly, and monthly reports on service calls, closures, pending cases, and team productivity.

• Ensure proper installation, repair, maintenance, and troubleshooting of products as per company standards.

• Handle customer escalations and ensure effective complaint resolution.

• Monitor engineer attendance, productivity, and field performance.

• Coordinate with spare parts, warehouse, and technical teams to ensure timely service delivery.

• Conduct regular team meetings and provide guidance and training to improve performance.

• Ensure compliance with company policies, service processes, and client requirements.

Required Skills

• Strong team management and leadership skills.

• Good communication and customer-handling skills.

• Knowledge of after-sales service operations and complaint management.

• It is a Full Time Back Office / Data Entry job for candidates with 1 - 4 years of experience.