Customer Service Team Lead

Role Overview: As a Customer Service Team Lead at Palmonas, you will be responsible for leading a young and dynamic customer service team. Your main goal will be to ensure exceptional customer experience by providing quick and empathetic resolutions. Additionally, you will play a key role in driving team performance through coaching, tracking, analyzing, and improving customer service KPIs. Key Responsibilities: - Lead and mentor a team of customer service executives to deliver high-quality service. - Handle escalations efficiently and provide empathetic resolutions to customer issues. - Track, analyze, and improve customer service Key Performance Indicators (KPIs) to enhance team performance. - Collaborate with retail and operations teams to ensure smooth issue resolution. - Foster a culture of accountability, empathy, and continuous learning among team members. Qualifications Required: - 4-6 years of experience in customer service, preferably in retail, jewellery, or direct-to-consumer (D2C) industries. - Previous experience in a team lead or supervisory role. - Excellent communication and conflict-resolution skills. - Ability to thrive in a fast-paced startup environment. - Passion for ensuring customer delight and problem-solving.,