Customer Care Officer

Job Opening – Team Leader (Customer Care)

Department: Customer Care
No. of Vacancies: 2
Location: Dunlop, Kolkata
Salary Offered: ₹20,000 – ₹25,000 per month
Reason for Vacancy: New Position
Work Shifts: Rotational shifts including weekends & holidays (as per business requirement)

Qualification Requirements

• Graduate in any discipline (Hospitality, Management, or Commerce preferred)

Age Limit

• 25–33 years

• Female candidates preferred

Experience Required

• 3–5 years of experience in a voice-based customer care setup, preferably in:

  • Transport

  • Travel

  • Service sector

• Team handling experience is a must

Key Skills

• Strong verbal communication skills in Hindi and English

• Excellent listening, problem-solving & conflict-resolution ability

• Good leadership and team management skills

• Ability to multitask and stay calm under pressure

• Basic computer knowledge (MS Office, CRM, call monitoring tools)

Expected Date of Joining

• After completing proper relieving formalities from the current/last organization

• Position under: Customer Care Manager / Head of Operations

Job Description – Team Leader (Customer Care)

Key Responsibilities:

• Supervise and guide a team of voice executives handling inbound and outbound calls

• Monitor call quality, service levels, and adherence to company standards

• Handle escalated customer queries and ensure timely resolution

• Train and motivate the team on communication skills, product knowledge, and customer handling

• Coordinate with operations, ticketing, and depot teams for real-time issue resolution

• Analyze daily call reports and share insights to improve customer satisfaction

• Ensure accurate information flow regarding schedules, cancellations, and booking procedures

• Maintain discipline, punctuality, and overall team performance

• Prepare performance reviews and recommend improvement plans

• It is a Full Time Customer Support / TeleCaller job for candidates with 3 - 5 years of experience.