Urgent Hiring for Team Leader - Immediate Joiners Only

Advait Techserve; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

Advait Techserve in Pune, India is seeking a Customer Service Team Leader to guide a team toward departmental goals. You will resolve customer issues swiftly while coaching others to do the same, maintaining professionalism and customer focus.

The role emphasizes de-escalation, training delivery, and reporting, with responsibilities spanning question resolution, queue monitoring, and performance metrics. US shift alignment is required.

Qualifications

• Proven ability to resolve customer issues quickly.
• Strong written and verbal communication skills.
• Experience supervising a customer service team is preferred.

Responsibilities

• Provide team support and answer questions.
• Monitor queues to reduce abandonment and wait times.
• Handle escalations through resolution.
• Prepare monthly reports.
• Deliver new hire and ongoing training courses.

Skills

Strong organizational skills

Excellent written & verbal comms

Multi-tasking & deadlines

Customer issue resolution

Coaching and training

Microsoft Office (Excel, Outlook, Word

PowerPoint

Team leadership

De-escalation skills

Education

High school diploma or equivalent

Tools

Microsoft Office

Excel

Outlook

Word

PowerPoint

Job description

As a Customer Service - Team Leader, you will be responsible for consistently meeting and exceeding individual goals while driving the team towards department goals. You will demonstrate a proven capacity to resolve customer issues quickly along with coaching and training others to resolve customer issues.

With strong de-escalation skills and a customer-centered mindset, you will maintain a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty.

Primary Duties and Responsibilities:

• Provide team with support and be available to answer questions
• Monitoring and driving phone queues, inboxes, and portals to decrease ABN (Abandonment) rates, lowering wait and response times.
• Handle customer escalations through completion.
• Prepare monthly reports.
• Deliver new hire and continuous training courses.
• Perform additional duties as assigned.

Skills Required:

• Strong organizational skills
• Excellent written and verbal communication skills
• Ability to communicate effectively with internal and external customers
• Proven ability to multi-task and manage timelines and deadlines
• Pay close attention to detail, accuracy, and completeness
• Ability to retain large amounts of information
• Demonstrate strong problem-solving skills, and customer service skills
• Proficient computer skills including using Microsoft Office Suite, particularly Excel, Outlook, Word, and Power Point
• Ability to learn specialized software programs and navigate company databases
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations
• Ability to use sound judgement to make good decisions based on information gathered and analyzed

Education and Experience:

• 2+ years of Customer Service Supervisor experience, preferred
• 4+ years of customer service experience, strongly preferred
• High school diploma or equivalent, required

Rotational Shift and Rotational Week Offs.

Must be comfortable working in US shifts.