Team Lead – International Customer Service
KolkataFull-time3–6 yrsPosted 3 days ago
Mid-level customer support role at Gratitude in Kolkata. Needs 3+ years and a degree.
About the role
3–6 years of International Voice Customer Service experience.Minimum 3 years in a Team Lead, Acting Team Lead, or supervisory role.Strong team management, coaching, and performance-management skills.Excellent spoken and written English communication.Experience handling escalations, complaints, retention, and billing-related queries.Knowledge of KPIs such as SLA, AHT, Quality, CSAT, FCR, adherence, and shrinkage.Strong analytical, problem-solving, and decision-making abilities.Working knowledge…
What you need
- Customer service
- Escalation handling
Good to have
- CRM
- Voice process
- Performance management