Customer Service Team Leader

Supervise and train a team of customer care executives.
Monitor daily performance, Leads, and productivity.
Provide coaching and feedback for performance improvement.
Ensure prompt and polite responses to customer inquiries.
Resolve escalated complaints with tact and professionalism.
Ensure technicians are scheduled as per customer convenience.
Assign service requests to technicians using internal software (e.g. EVA).
Follow up with technicians and customers to confirm service completion.
Maintain SLA timelines and daily call logs.
Prepare daily, weekly, and monthly MIS reports.
Track customer feedback (NPS) and complaints for service improvement.
Ensure grooming and communication standards of front office team.
Support digital documentation of job closures and feedback forms.