Team Leader- Customer Care

Qualifications & Experience

• Bachelor’s degree in Business Studies, Public Relations, Social Sciences, Environmental Studies, or a related field.
  
• Minimum of 3 years’ experience in a corporate customer care environment.
  
• At least 2 years’ experience in a team leadership or supervisory role.
  

Key Skills & Competencies

• Strong leadership, coaching, and people management skills.
  
• Excellent communication, interpersonal, and problem-solving abilities.
  
• Strong analytical, reporting, and organizational skills.
  
• In-depth understanding of customer service best practices.
  
• High level of customer focus, professionalism, and attention to detail.
  
• Good understanding of business operations and client management.
  

• Lead, coach, and supervise the customer care team, ensuring high-quality service delivery across all client interactions.
  
• Act as the primary escalation point for complex customer issues and ensure timely resolution.
  
• Monitor individual and team performance using key service metrics, audits, and quality checks.
  
• Maintain accurate client data, contracts, and customer service records.
  
• Prepare and analyze customer service reports including complaints, cancellations, missed calls, and satisfaction scores.
  
• Manage client relationships through regular follow-ups, courtesy calls, visits, and account management.
  
• Coordinate internally with other departments to ensure prompt resolution of client queries and service delivery issues.
  
• Develop and implement customer service policies, scripts, procedures, and continuous improvement initiatives.
  
• Support client retention efforts, including handling cancellation requests and assisting with debt follow-ups.
  
• Train, onboard, motivate, and support customer care staff to deliver a consistent and positive customer experience.