Customer Care Team Leader

Hiring: Customer Care Team Leader – Digitek

Company: Digitek
Job Title: Customer Care Team Leader
Department: Customer Care / Customer Support
Location: Rohini, Delhi
Experience Required: 6–8 Years
Team Leadership Experience: 3–4 Years
Industry Preference: Electronics / Consumer Products

Job Description

We are looking for an experienced Customer Care Team Leader for Digitek, a consumer electronics and accessories business. The ideal candidate should have strong experience in customer support operations, team management, escalation handling, and service quality management, preferably within the electronics or consumer products industry.

Key Responsibilities

• Lead, mentor, and manage the customer care team to ensure high-quality customer service.
• Handle complex customer complaints and escalations professionally.
• Monitor team KPIs, response times, resolution times, and customer satisfaction.
• Manage daily operations, workload allocation, and task prioritization.
• Conduct coaching sessions and provide regular feedback to team members.
• Ensure adherence to company policies, service standards, and SOPs.
• Analyze customer feedback and identify areas for improvement.
• Coordinate with Sales, Logistics, Operations, and Technical Support teams to resolve customer issues.
• Prepare performance reports and share updates with management.
• Implement initiatives to improve customer experience and operational efficiency.

Required Skills

• Strong leadership and people management skills.
• Excellent verbal and written communication.
• Experience in customer complaint and escalation management.
• Knowledge of CRM tools, customer support systems, and reporting dashboards.
• Strong problem-solving and decision-making abilities.
• Ability to work under pressure and manage multiple priorities.

Eligibility Criteria

• Bachelor's degree in Business, Management, Communications, or a related field preferred.
• 6–8 years of experience in customer care or customer service.
• 3–4 years of experience in a Team Leader or supervisory role.
• Experience in electronics, consumer electronics, gadgets, or other product-based companies preferred.
• Experience in team performance management and customer escalations preferred.

Interested candidates can apply with their updated resume.

Pay: Up to ₹1,000,000.00 per year

Work Location: In person