Team Leader - Customer Experience

Shipco IT; Pune District; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Exciting Work Culture

Innovate Logistics

Collaborative Environment

Growth Opportunities

Competitive Compensation

Awards and Recognition

Job summary

Shipco IT in Pune is seeking a results-driven Team Leader to lead a Customer Experience team, ensuring high client satisfaction and efficient operations in logistics. You will coach, mentor and coordinate a group handling inquiries, optimize processes, and collaborate with cross-functional teams to achieve KPIs.

Willingness to work in shifts and travel overseas when required is expected. This role offers growth opportunities, a dynamic work culture, and exposure to global logistics challenges

Qualifications

• Bachelor's degree in any stream.
• 4–7 years of experience with at least 2 years in people management.
• Willing to work across shifts and multicultural teams.
• Experience in transition handling preferred.

Responsibilities

• Lead and manage a team delivering customer service to ensure client satisfaction.
• Monitor queues, conduct huddles, and resolve process queries.
• Develop team knowledge and guide colleagues to maintain accuracy.
• Engage in production periodically to stay updated with processes.
• Meet KPIs and drive performance through coaching and feedback.
• Collaborate across departments to support growth and service levels.
• Support overseas travel when required.

Skills

People Management

Customer Experience

Education

Bachelor's degree

Job description

Description

Are you passionate about driving client success and building lasting relationships? We are seeking a motivated and skilled

Department: Operations

Location: Pune

Description

Are you passionate about driving client success and building lasting relationships? We are seeking a motivated and skilled Customer Experience to join our team. In this role, you’ll excel at managing teams that are involved in handling customer inquiries, supporting business growth, and ensuring client satisfaction through exceptional service and clear communication. A strong focus on achieving challenging goals with dedication and effort is essential in this role.

What You’ll Do…

• Team Leader position is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving.
• Assist in monitoring the queues/pipeline, conducting huddles/refreshers on updates /subject matter, assist the team with any process-related queries.
• Develop/Maintain proficiency in his or her subject and guide other colleagues on the tasks to ensure the output is accurate.
• Engage in Production from time to time to stay abreast of the knowledgebase and ever-changing process dynamics.
• To accept direction/responsibility and maintain performance levels as per the Key Performance Indicators (KPI) assigned by the organisation.
• Consults with others on problems and activities; collects information from a range of sources to assist and guide job activities; asks effective questions to obtain information to help him/her perform their job.
• Aggressively pursues challenging goals and objectives; strong will to put in considerable time and effort to accomplish objectives; takes a highly focused, goal driven approach toward work.
• Invests time and resources into building the capabilities of team members; helps people define career goals and establish development plans to achieve them; gives people constructive, developmental feedback and advice.

What You’ll Need…

• At least a bachelor’s degree in any stream.
• 4-7 years of experience with a minimum of 2 years in People Management role.
• MUST be willing to work in all shifts and multicultural working environment.
• Experience of transition handling is preferred.
• Ability to perform multiple tasks concurrently and meet deadlines.
• Demonstrate attitude for learning/Innovation and apply to solve problem in system.
• Able to work under pressure, positive attitude towards teamwork and good responsibility.
• Travel overseas may be required on occasion as per business need.

Here’s What We Offer …

• Exciting Work Culture: Join our friendly, supportive team and start making a difference from day one
• Innovate Logistics: Help improve global efficiency and shape the future of logistics
• Collaborative Environment: Work with leaders in the industry in a creative and open culture
• Growth Opportunities: Reach your full potential with abundant professional and personal development options
• Competitive Compensation: Earn a salary that reflects your skills and expertise
• Awards and Recognition: For outstanding performance or significant contributions to the company's success

Join Shipco-IT and be part of a team that’s shaping the future of the transportation and logistics industry.

Visit us at www.shipco-it.com / www.shipco.com follow us on LinkedIn