Customer Service Team Leader (Team of 4)

About the role

We are seeking a Customer Service Team Leader to oversee a small team of four representatives in Lahore. The role combines hands‑on customer interaction with leadership responsibilities, ensuring high‑quality service across multiple channels.

Key responsibilities

• Respond promptly to customer inquiries via phone, email and chat.
• Log and track all interactions using CRM software, ensuring accurate follow‑up.
• Lead, coach and evaluate a team of four customer service representatives.
• Resolve escalated complaints and ensure customer satisfaction.
• Maintain detailed records of customer contacts and transactions.
• Coordinate with other departments to address product or service issues.
• Monitor team performance, set goals and drive continuous improvement.
• Train new team members on communication and problem‑solving techniques.

Required profile

• Strong verbal and written communication skills.
• Ability to listen actively and solve problems efficiently.
• Good time‑management and organizational abilities.
• Motivation to mentor and support team members.
• At least one year of customer service experience; fresh graduates with strong communication are also considered.

Required skills

• Proficiency with CRM software.