Customer Care Lead

Job Title: Customer Care Lead
Location: Madurai
Company: SIHI Heritage Soil Industries Private Limited
Job Type: Full-time
Experience Required: 3+ years in customer service, with 1+ year in a team lead or supervisory role
Salary Range: ₹15,000 – ₹25,000 per month (based on experience)
Industry: Ayurveda / Personal Care / FMCG / E-commerce

Key Responsibilities:

• Lead and supervise the customer support team (WhatsApp, calls, email, and social media).
• Handle escalated queries and ensure swift and satisfactory resolutions.
• Train, mentor, and motivate team members to meet and exceed KPIs.
• Monitor customer interactions to ensure quality standards are maintained.
• Analyze customer feedback to identify trends, pain points, and areas for improvement.
• Collaborate with packaging, operations, and product teams to resolve order or product-related concerns.
• Set up and improve workflows, SOPs, and reporting systems using tools like Shopify, WhatsApp Business API, and CRM platforms.
• Manage returns, refunds, replacements, and grievances in compliance with company policies.
• Prepare weekly and monthly customer service performance reports.

Required Skills & Qualifications:

• Bachelor’s degree in any discipline (preferred in Business, Communications, or related).
• 3+ years of customer service experience, with at least 1 year in a team lead/supervisory position.
• Proficiency in CRM tools (Zoho, Freshdesk, Shopify inbox, etc.) and Excel/Google Sheets.
• Excellent written and verbal communication skills (English and Tamil required).
• Empathy, patience, and problem-solving skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Experience in D2C, Ayurveda, wellness, or e-commerce brands is a strong advantage

Preferred Qualities:

• Leadership with a service mindset.
• Quick learner with an attitude to improve systems and workflows.
• Passion for Ayurveda, natural living, and clean beauty is a bonus.

What We Offer:

• Opportunity to work with a fast-growing Ayurvedic wellness brand.
• Employee discounts on products.
• Supportive and value-driven work culture.
• Growth and learning opportunities in customer success and brand development.
• Potential to grow into a Customer Experience Manager role.

Job Type: Full-time

Pay: ₹15,000.00 - ₹25,000.00 per month

Benefits:

• Health insurance

Supplemental Pay:

• Performance bonus
• Yearly bonus

Experience:

• Customer relationship management: 3 years (Preferred)

Work Location: In person

Speak with the employer
+91 9677421607Application Deadline: 30/08/2025