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Plusnet Logo Plusnet · Customer Service

Team Leader CSS

India, Gurugram · Job Posted January 18, 2026
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Job Description

The Customer Service Team Leader coordinates post-sales support and/or service teams delivering customer results.

Job Responsibility

  • Leads and inspires a large team of customer service professionals within a service centre environment
  • Coordinates timely resolution of service requests
  • Supports the execution of reporting
  • Supports the team through proper workflow and data entry of incidents, requests, problems, and knowledge articles
  • Supports teams in ensuring resolutions to customer issues
  • Proactively seeks to minimise or eliminate customer service issues
  • Provides first-level escalation for any high-risk customer issues
  • Impacts quality, efficiency and effectiveness through the supervision of the Customer Service team
  • Coaches talent, and leads others, to develop capabilities and ensure performance
  • Supports the implementation of continuous improvement opportunities to improve the customer service team processes

Requirements

  • Complaint Management
  • Information Management
  • Communication
  • Issue Resolution
  • Problem Solving
  • Customer Insights
  • Commercial Acumen
  • KPI/Metric Monitoring
  • Feedback Management
  • Customer Relationship Management
  • Knowledge Management
  • Talent Management
  • Performance Management
  • Escalation Management
  • Decision Making
  • Growth Mindset
  • Stakeholder Management
  • Inclusive Leadership
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