Team Lead - Customer Service

Illusion Dental Laboratory; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Illusion Dental Laboratory in Mumbai is seeking a Team Leader Customer Service to manage a team of customer service executives, ensure client interactions, and maintain process adherence. You will oversee daily operations, monitor call quality, and drive customer satisfaction.

The role focuses on CRM discipline, case coordination, and cross-functional coordination with Production, Sales, and Logistics to ensure smooth case flow.

Qualifications

• 3–6 years experience in Customer Service / CRM
• Prior team handling experience preferred
• Experience in dental lab / healthcare / BPO industry is an advantage

Responsibilities

• Supervise and guide customer service agents on daily operations.
• Monitor attendance, productivity, and performance standards.
• Coordinate with Production, Sales, and Logistics for smooth case flow.
• Maintain CRM updates, SOP compliance, and lead allocation.
• Track KPIs and prepare daily/weekly performance reports.

Skills

Leadership

Communication

CRM proficiency

Analytical thinking

Escalation handling

Tools

Zoho CRM

Job description

Job Summary:

The Team Leader Customer Service is responsible for managing a team of customer service executives to ensure high-quality client interactions, process adherence, and operational efficiency. The role focuses on team supervision, CRM discipline, call quality monitoring, case coordination, and customer satisfaction improvement.

Key Responsibilities:

1. Team Management

• Supervise and guide customer service agents on daily operations.
• Ensure adherence to defined frontend and backend task structure.
• Monitor attendance, productivity, and performance standards.
• Conduct regular team reviews and coaching sessions.

2. Customer Experience & Call Quality

• Monitor live and recorded calls to ensure quality standards.
• Ensure structured call flow including case verification, summary, and feedback questions.
• Identify and elevate WOW calls and appreciation feedback.
• Minimize case cancellations through proactive follow-ups.

3. CRM & Process Compliance

• Ensure accurate and timely updates in CRM system.
• Monitor case follow-ups, TAT adherence, and lead allocation.
• Maintain process documentation and ensure SOP compliance.

4. Performance Monitoring & Reporting

• Track KPIs including productivity, case cancellations, TAT compliance, and customer satisfaction.
• Prepare and share daily/weekly performance reports.
• Identify performance gaps and implement corrective action plans.

5. Cross-Functional Coordination

• Coordinate with Production, Sales, and Logistics teams for smooth case flow.
• Ensure clear communication between offices and internal departments.

Preferred Experience

• 3-6 years experience in Customer Service / CRM
• Prior team handling experience preferred
• Experience in dental lab / healthcare / BPO industry is an advantage

Key Competencies

• Strong leadership and team management skills
• Excellent communication and interpersonal abilities
• CRM proficiency (Zoho preferred)
• Analytical and problem-solving mindset
• Ability to handle escalations professionally