Team Leader – Customer Service

MyTravaly Worldwide Travel Technology Pvt Ltd; Dibrugarh; On-site; INR 600,000 - 900,000; Full time

Job summary

MyTravaly Worldwide Travel Technology Pvt Ltd is seeking an experienced Customer Service Team Leader to manage and guide the customer support team. The TL will be responsible for ensuring excellent customer service, monitoring team performance, handling escalations, and achieving daily, weekly, and monthly service targets.

The role emphasizes leadership, process adherence, and collaboration with other departments to resolve customer issues and improve service quality.

Qualifications

• Minimum 1–2 years of team leadership experience.
• Experience in customer service operations.
• Ability to meet deadlines and manage multiple tasks.

Responsibilities

• Lead, manage, and motivate the Customer Service team.
• Monitor daily activities, productivity, and performance.
• Ensure queries are handled professionally within defined TAT.
• Handle escalations and provide appropriate solutions.
• Monitor calls, chats, emails, and other interactions for quality.
• Conduct regular team meetings and provide performance feedback.
• Train and coach team members to improve communication and customer-handling skills.
• Ensure follow-up on unresolved customer issues and track resolutions.
• Prepare daily, weekly, and monthly performance reports.
• Coordinate with other departments to resolve customer-related issues.

Skills

Leadership

Customer service

Communication

Excel

CRM software

Ticketing systems

Problem solving

Team motivation

Tools

CRM software

Ticketing system

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.

Job Description

Job Title

Department

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 a Team 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.