Team Leader – Customer Service

MyTravaly Worldwide Travel Technology Private Limited; Dibrugarh; On-site; INR 420,000 - 540,000; Full time

Job summary

MyTravaly Worldwide Travel Technology Private Limited is hiring a Customer Service Team Leader to guide and support the customer support team, ensuring service excellence and timely resolutions.

The role focuses on monitoring daily activities, coaching staff, handling escalations, collaborating with other departments, and delivering regular performance reports to drive continuous improvement.

Qualifications

• Excellent verbal and written communication skills.
• Strong leadership and team-management abilities.
• Ability to motivate and coach team members.
• Good knowledge of customer service processes and SOPs.

Responsibilities

• Lead, manage, and motivate the Customer Service team.
• Monitor daily team activities, productivity and performance.
• Ensure all queries are handled professionally and within defined TAT.
• Handle customer escalations and provide appropriate solutions.
• Monitor calls, chats, emails and other interactions for quality.
• Prepare daily, weekly and monthly performance reports.

Skills

Communication skills

Leadership

Coaching

Problem solving

SOP knowledge

MS Excel / Sheets

CRM / ticketing systems

Reporting

Tools

CRM software

Ticketing systems

Job description

Job Description

MyTravaly Worldwide Travel Technology Pvt Ltd | Full time

MyTravaly is a fast-growing travel tech company that connects hoteliers and travellers worldwide through an innovative marketplace. Our platform provides a seamless booking experience, property management solutions, and multi-currency support to empower the hospitality industry.

Employment Type

Full-Time 3 pm to 11 pm

Reporting To

Head of Operations

Job Summary

We are looking for an experienced and responsible Customer ServiceTeam Leader to manage and guide the customer support team. The TL willbe responsible for ensuring excellent customer service, monitoring teamperformance, handling escalations, and achieving daily, weekly, and monthlyservice targets.

Key Responsibilities

• Lead, manage, and motivate the Customer Serviceteam.
• Monitor daily team activities, productivity, andperformance.
• Ensure all customer queries are handledprofessionally and within the defined TAT.
• Handle customer escalations and provideappropriate solutions.
• Monitor calls, chats, emails, and other customerinteractions for quality.
• Conduct regular team meetings and provideperformance feedback.
• Train and coach team members to improvecommunication and customer-handling skills.
• Ensure proper follow-up on unresolved customerissues.
• Track complaints, escalations, and resolutionstatus.
• Maintain high customer satisfaction and servicequality standards.
• Prepare daily, weekly, and monthly performancereports.
• Monitor attendance, punctuality, productivity,and team discipline.
• Coordinate with other departments to resolvecustomer-related issues.
• Identify recurring customer problems and suggestprocess improvements.
• Ensure the team follows company policies, SOPs,and customer service processes.
• Support the recruitment and onboarding of newcustomer service executives when required.

Requirements

Minimum 1–2 years of experience in aTeam Leader preferred.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• First Call Resolution (FCR)
• Ticket/Query Resolution TAT
• Customer Complaint Resolution Rate
• Call/Chat Quality Score
• Escalation Rate
• Attendance and Team Discipline
• Customer Retention and Service Quality

Required Skills

• Excellent verbal and written communicationskills.
• Strong leadership and team-management skills.
• Good problem-solving and decision-makingabilities.
• Ability to motivate and coach team members.
• Good knowledge of customer service processes andSOPs.
• Ability to work under pressure and meetdeadlines.
• Good knowledge of MS Excel/Google Sheets and CRMor ticketing systems.
• Strong analytical and reporting skills.