MIS Executive

Job Title: Customer Team Lead (Courier Operations)

Location:

Faridabad

Department:

Customer Service / Operations

Reports To:

Customer Service Manager / Operations Manager

Job Summary

We are looking for a proactive and experienced Customer Team Lead to manage and support our customer service team in a fast-paced courier/logistics environment. The role involves ensuring high-quality customer interactions, resolving escalations, and improving service efficiency while maintaining excellent client satisfaction.

Key Responsibilities

Team Management

• Lead, mentor, and supervise a team of customer service executives

• Monitor daily performance and ensure KPIs are achieved

• Conduct regular team meetings, coaching sessions, and performance reviews

• Handle team scheduling and workload distribution

Customer Support & Escalations

• Manage and resolve escalated customer complaints related to deliveries, delays, or lost shipments

• Ensure timely and accurate responses across channels (calls, email, chat)

• Maintain high levels of customer satisfaction and service quality

Operations & Performance

• Track and analyze customer service metrics (TAT, CSAT, resolution time)

• Identify areas for process improvement and implement solutions

• Coordinate with operations, warehouse, and delivery teams for issue resolution

Reporting & Documentation

• Prepare daily/weekly performance reports

• Maintain records of customer interactions and escalations

• Ensure compliance with company policies and service standards

• It is a Full Time బ్యాక్ ఆఫీస్ / డేటా ఎంట్రీ job for candidates with 2 - 4 years of experience.