Client Servicing – Team Leader

Job Description:

We are looking for a proactive and customer-focused Team Leader – Client Servicing to oversee and manage the client servicing team for our courier aggregation platform. The ideal candidate will ensure seamless customer experience, timely issue resolution, and strong coordination between clients, internal teams, and courier partners. 

Team Management 

Lead, guide, and mentor a team of Client Service Executives.

Monitor team performance, set targets, and ensure SLAs are met.

Conduct regular training and coaching sessions to improve service quality.

Allocate tasks, manage shift schedules, and ensure workload distribution.

Client Relationship Management 

Serve as the escalation point for client concerns related to shipments, pickups, delays, or system issues. Build and maintain strong relationships with key accounts.

Ensure timely and professional communication with clients across calls, emails, and CRM tools.

Identify client needs and coordinate with internal teams to provide effective solutions.

Operational Coordination 

Collaborate with courier partners for issue resolution: lost shipments, delays, claims, escalations, pickups etc.

Work closely with the tech, operations, and sales teams to address service gaps and improve workflow efficiency.

Monitor daily shipment movement and ensure smooth end-to-end order processing.

Reporting & Analysis 

Track team performance metrics like TAT, ticket closures, escalations, NPS and CSAT. Prepare daily, weekly, and monthly reports on service performance.

Analyze recurring issues and recommend process improvements.

Service Quality & Process Improvement 

Ensure adherence to SOPs and quality standards.

Identify operational bottlenecks and implement corrective measures.

Drive continuous improvement initiatives to enhance customer experience. 

Perks & Benefits:

As an ITL team member, you can get a deeper understanding of your career with our industry experts.

With us, you will have:

Paid leaves / maternity / paternity leave.

Paid period leaves for women.

Health Insurance.

Flexible working hours