Senior CSR – Team Lead

Job description

We are looking for an experienced Senior CSR – Team Lead to manage and guide our customer support team. The ideal candidate should be fluent in multiple regional languages and have strong leadership and communication skills.

Key Responsibilities:

• Lead a team of Customer Service Representatives to achieve performance targets.
• Monitor call quality, TAT, and customer satisfaction.
• Provide training, mentoring, and regular feedback to team members.
• Handle escalated customer queries and ensure quick resolutions.
• Prepare and share daily/weekly/monthly performance reports.
• Coordinate with internal departments for customer issue resolution.
• Ensure adherence to company policies and service standards.
• Support recruitment and onboarding of new CSR team members.