Customer Support Team Leader

We are looking for an experienced and motivated Customer Support Team Leader to lead our customer service operations and ensure exceptional customer experiences. The ideal candidate will have a strong background in customer support within the NBFC/BFSI sector and proven experience managing teams and driving performance.

Key Responsibilities

Team Leadership

• Lead, mentor, and manage a team of Customer Support Executives.

• Monitor team productivity, quality, and performance metrics.

• Conduct regular coaching sessions and performance reviews.

Customer Service Management

• Handle and resolve escalated customer concerns related to loans, repayments, account services, and KYC.

• Ensure timely resolution of customer queries within defined service levels (SLAs).

• Improve customer satisfaction and reduce repeat complaints.

Process & Compliance

• Ensure adherence to company policies, RBI regulations, and internal compliance standards.

• Maintain service quality standards and operational efficiency.

• Prepare and analyze MIS reports and team performance dashboards.

Cross-Functional Coordination

• Collaborate with Credit, Collections, Operations, and Technology teams to resolve customer issues efficiently.

• Identify process improvement opportunities and implement best practices.

Eligibility Criteria

Experience

• 3–6 years of experience in Customer Support, preferably in NBFC, BFSI, Banking, or Financial Services.

• Minimum 1–2 years of experience in a Team Leader or Supervisory role.

Skills Required

• Strong leadership and team management abilities.

• Excellent verbal and written communication skills.

• Knowledge of loan products, customer service processes, and RBI guidelines.

• Hands-on experience with CRM systems and MIS reporting.

• Problem-solving and customer-centric mindset.

Why Join Us?

✨ Work with a fast-growing NBFC
✨ Lead a dynamic customer support team
✨ Excellent career growth opportunities
✨ Collaborative and professional work environment
✨ Opportunity to make a meaningful impact

• इस फुल टाइम ग्राहक सहायता / टेलीकॉलर Job में ग्राहक सहायता / टेलीकॉलर में 3 - 6 वर्षो का अनुभव वाले उम्मीदवारों की जरुरत है।