MIS Executive

Job Title: Customer Team Lead (Courier Operations) Location: Faridabad Department: Customer Service / Operations Reports To: Customer Service Manager / Operations Manager Job Summary We are looking for a proactive and experienced Customer Team Lead to manage and support our customer service team in a fast-paced courier/logistics environment. The role involves ensuring high-quality customer interactions, resolving escalations, and improving service efficiency while maintaining excellent client satisfaction. Key Responsibilities Team Management Lead, mentor, and supervise a team of customer service executives Monitor daily performance and ensure KPIs are achieved Conduct regular team meetings, coaching sessions, and performance reviews Handle team scheduling and workload distribution Customer Support & Escalations Manage and resolve escalated customer complaints related to deliveries, delays, or lost shipments Ensure timely and accurate responses across channels (calls, email, chat) Maintain high levels of customer satisfaction and service quality Operations & Performance Track and analyze customer service metrics (TAT, CSAT, resolution time) Identify areas for process improvement and implement solutions Coordinate with operations, warehouse, and delivery teams for issue resolution Reporting & Documentation Prepare daily/weekly performance reports Maintain records of customer interactions and escalations Ensure compliance with company policies and service standards