Customer Service Representative- Team Lead (Remote)

Company Description:

We are a dynamic, customer-focused organization delivering operational excellence in the automotive and logistics space. As a fully remote team, we pride ourselves on streamlined service, attention to detail, and maintaining strong relationships with our clients and partners. We’re committed to making every interaction count — and that starts with you.

Position Summary:

We're looking for an organized, communicative, and resourceful Customer Service Representative to join our remote team.

This is a multifaceted role that goes beyond traditional customer service — you’ll be supporting a variety of operational and admin tasks while maintaining a high standard of service across multiple communication channels.

Key Responsibilities:

Customer Support Channels

Respond promptly to inquiries via phones, emails, and live chat

Provide professional and friendly support, resolving customer concerns efficiently

Confirm and manage servicing and collection appointments, ensuring smooth scheduling and attendance

Carry out customer verification checks as required for new customers

Follow up late and missed payments directly with customers

Operational Tasks

Monitor Fleet Vehicle Compliance, ensuring all vehicles are roadworthy and compliant with local laws

Monitor inventory levels and stock inbounding, flagging and investigating any stock discrepancies

Monitor and report on compliance within internal systems (such as service reporting or penalties and fines)

Live Incident Management, including customer welfare checks, arranging recoveries, and dealing with insurance companies or third parties

Knowledge Base & System Management

Manage and update HelpScout FAQs

Train and refine the AI chatbot to improve customer self-service

Qualifications & Requirements:

1–3 years in customer service, admin, or operations (remote experience preferred)

Excellent English communication skills — both written and verbal

Hindi, Bengali, Urdu, or Portuguese are beneficial but not required

Tech-savvy and confident working with tools like HelpScout, Google Workspace/Cloud, Microsoft Outlook, live chat software, and inventory systems

Assist with payroll activities, including tracking attendance, verifying hours worked, and coordinating with the HR/Finance team to ensure accurate and timely salary processing for team members.

Monitor Zeni-Ops exceptions to ensure timely identification, escalation, and resolution of operational discrepancies, maintaining smooth workflow and service quality.

Detail-oriented, highly organized, and comfortable juggling multiple responsibilities

Empathetic, solution-focused, and calm under pressure

Comfortable working in a scaling and evolving company, where processes are still being refined. Able to adapt and provide feedback to help us succeed

What You’ll Get:

A fully remote, flexible work environment

Training and support to grow within the company

Competitive pay

A collaborative team that values your input and celebrates wins

Opportunities to expand into operations, inventory, data engineering, or platform admin roles

Work Schedule:

As the client is UK based, you will be required to work to UK daytime:

Monday to Sunday

Shift Timings:

Monday- 13:30 pm - 21:30 pm GMT (19:00 pm -3:00 am IST)

Tuesday- Off

Wednesday- 7:30 am - 16:30 pm GMT ( 13:00 pm - 22:00 pm IST)

Thursday- Off

Friday- 13:30 pm - 21:30 pm GMT (19:00 pm -3:00 am IST)

Saturday- 17:30 pm - 01:00 am GMT (22:00 pm - 06:30 am IST)

Sunday- 17:30 pm - 01:00 am GMT (22:00 pm - 06:30 am IST)

Pay & Benefits - What we offer in return:

Annual CTC: 8 - 10 lakhs per year

An unparalleled opportunity to be an early team member of what we believe will be one of the most famous start-ups of the next 10 years

Be part of a passionate, friendly and transparent culture which encourages your suggestions for improvement as we grow

Full training and ongoing support

Company laptop provided

Fully remote role