A Naukri Group company
लॉगिनहायर लोकल स्टाफ
A Naukri Group companyलॉगिनहायर लोकल स्टाफ
18,000 - 21,000 /महीना
Nka Home Health Care Services Llp
इलेक्ट्रॉनिक सिटी, बैंगलोर
ग्राहक सहायता / टेलीकॉलर में 1 - 2 वर्षो का अनुभव
फुल टाइम
Job Description: Customer Care Services – Team Leader (TL)
Job Summary
The Customer Care Team Leader (TL) will lead, supervise, and motivate a team of customer care executives/agents. This role ensures timely resolution of client queries, smooth service coordination, escalations handling, and delivery of superior customer experience.
Key Responsibilities
1. Team Leadership
· Lead, mentor, and monitor a team of customer care executives.
· Allocate daily tasks, track performance, and ensure SLAs are met.
· Conduct regular training/coaching sessions to improve communication and service quality.
2. Customer Handling & Escalation
· Act as first-level escalation point for unresolved customer complaints.
· Ensure professional, empathetic, and timely handling of customer queries.
· Monitor call/chat/email quality and ensure standard scripts/policies are followed.
3. Operations & Process Management
· Coordinate with Sales, HR, and Operations teams for smooth onboarding/replacement of caregivers.
· Maintain logs of escalations, complaints, and resolutions for internal review.
· Assist in developing customer care SOPs and escalation matrix.
4. Performance Monitoring & Reporting
· Track KPIs: response time, resolution time, customer satisfaction, and NPS.
· Prepare daily/weekly MIS reports for management review.
· Analyze customer feedback and suggest process improvements.
