Customer Service Team Lead

Matrimony com; Mumbai; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Matrimony.com Ltd. in Mumbai (Andheri East) seeks a dynamic Customer Service Team Leader to manage a team of 30–35 executives, ensuring excellent customer experience and achieving performance targets.

The role emphasizes coaching, performance monitoring, escalations handling, and driving upselling and cross-selling to support revenue growth. Rotational shifts; graduate candidates with 2+ years of experience are preferred.

Qualifications

• 2+ years minimum experience in a customer service role, with leadership exposure.

Responsibilities

• Lead and motivate a team of 30–35 customer service executives.
• Monitor daily performance, productivity, quality and customer satisfaction.
• Ensure achievement of SLAs and operational targets.
• Handle escalations and ensure timely resolution of queries and complaints.
• Drive upselling and cross-selling to meet business targets.
• Conduct regular coaching, performance reviews and team briefings.
• Track performance reports and share updates with management.
• Maintain discipline, attendance and adherence to policies.
• Identify gaps and implement action plans to improve productivity.

Skills

Leadership

Team management

Customer service

Communication

Analytical thinking

Education

Graduate

Job description

Job Description Customer Service Team Leader

Company: Matrimony.com Ltd.
Department: Customer Service (CS)
Location: Andheri East, Mumbai
Experience: Minimum 2+ years
Qualification: Graduate
Shift: Rotational shifts and rotational week-offs

Job Summary

We are looking for a dynamic and target-oriented Customer Service Team Leader to manage a team of customer service executives, ensure excellent customer experience, achieve performance targets, and drive revenue growth through upselling and cross-selling.

Key Responsibilities

• Lead, manage, and motivate a team of 30–35 customer service executives.
• Monitor daily team performance, productivity, quality, and customer satisfaction.
• Ensure achievement of operational targets and service-level agreements (SLAs).
• Handle customer escalations and ensure timely resolution of queries and complaints.
• Drive upselling and cross-selling opportunities to achieve business targets.
• Conduct regular team briefings, performance reviews, and coaching sessions.
• Monitor calls and provide feedback to improve communication skills and service quality.
• Track daily, weekly, and monthly performance reports and share updates with management.
• Maintain team discipline, attendance, and adherence to company policies.
• Identify performance gaps and implement action plans to improve productivity.

Required Skills

• Strong leadership, communication, and team management skills.
• Experience managing a customer service team in a BPO or service-oriented environment.
• Good understanding of customer handling, escalation management, and call quality.
• Proven ability to achieve team targets and improve performance.
• Upselling and cross-selling experience will be an added advantage.
• Good analytical, problem-solving, and decision-making skills.

About Matrimony.com Ltd.

Matrimony.com Ltd. is a leading online matchmaking company offering matchmaking and relationship services to customers across India.