Team Lead Customer Service

Deutsche Post; Chennai District; On-site; INR 700,000 - 1,100,000; Full time

Benefits offered by this job

Annual Leave 42 days

Medical Insurance: Self + Spouse + 2;

Job summary

DHL Group in Chennai is seeking a Team Lead Call Center to guide the Customer Service Email Support team and ensure high-quality responses to our global German-speaking customers. You will oversee inquiries, manage escalation, and maintain accurate CRM documentation.

Ideal candidates have several years in a corporate office, with hands-on leadership, and experience with Salesforce and SAP. The role is onsite in India and focuses on process improvement, performance metrics, and stakeholder

Qualifications

• Completed customer service training or a relevant degree.
• Several years of professional experience and initial leadership experience.
• Proficiency with Salesforce and SAP; strong CRM knowledge.

Responsibilities

• Lead a team in the Customer Service Email Support Front Office area.
• Act as a link between site management and the team
• Support personnel matters and moderate team meetings and complex cases
• Develop and implement concepts independently
• Plan, coordinate, and ensure task completion within the team
• Analyse data and reports and deliver respective measures
• Maintain professional relationship and stakeholder management
• Report directly to site management

Skills

Leadership experience

Analytical skills

Communication skills

Negotiation skills

Organizational skills

Teamwork

Adaptability

B2B knowledge

CRM understanding

Education

Customer service training

Relevant degree

Tools

Salesforce

SAP

CRM systems

Job description

Position Overview

DHL Group the logistics provider of the world with over 580,000 employees in more than 220 countries and territories. We are an organization that is not just moving goods around, we have a very clear purpose, and we are: Connecting People. Improving Lives. We provide challenges and opportunities for personal and professional development, we recognize the difference you bring to our business and together we share the pride of building one of the largest world leaders in logistics and supply chain.

We are seeking a dedicated Team Lead Call Center to support and guide our customer service agents in providing exceptional email support to our global customer base. This role involves overseeing the handling of customer inquiries, ensuring the resolution of shipment-related issues, and maintaining accurate documentation in our CRM system. You will also support your team in utilizing translation tools to effectively serve customers in the German speaking market.

Key Responsibilities

• Lead a team in the Customer Service Email Support Front Office area.
• Act as a link between site management and the team
• Support personnel matters and moderate team meetings and complex cases
• Develop and implement concepts independently
• Plan, coordinate, and ensure task completion within the team
• Analyse data and reports and deliver respective measures
• Maintain professional relationship and stakeholder management
• Report directly to site management

Required Qualifications

• Education: Completed customer service training or degree with relevant qualification
• Experience: Several years of professional experience and initial leadership experience

Skills

• 5+ years working experience in the corporate office environment
• 3+ years proficiency in common Microsoft-office applications
• 2+ years user knowledge of Salesforce and SAP applications
• Experience in B2BC commercial business processes (e.g. CRM, contract life cycle management) preferred
• Independent, structured, and responsible working style
• Analytical and conceptual skills
• Organizational skills and enthusiasm for teamwork
• Excellent communication and negotiation skills
• Flexibility and willingness to take on new topics and projects
• High commitment, enthusiasm, and strong social competence

Working Conditions

• Schedule: Standard Indian business hours.
• Work Options: Onsite only.
• Global Coverage: May require occasional work outside standard hours.
• Performance Metrics: Success measured by response time, resolution rate, and customer satisfaction scores.

Benefits

• Annual Leave: 42 days off apart from Public / National Holidays.
• Medical Insurance: Self + Spouse + 2 children. An option to opt for Voluntary Parental Insurance (Parents / Parent -in-laws) at a nominal premium covering pre existing disease.