Customer Service Team Lead

Job Description

To lead the customer care team in ensuring prompt and effective resolution of customer queries, complaints, and feedback. The Team Lead will drive service excellence, customer satisfaction, and loyalty by managing the day-to-day operations of the customer support function across all retail (Offline & Online) touchpoints Job Responsibilities: Lead and supervise a team of customer care executives (inbound). Ensure timely resolution of customer issues via calls, emails, social media, and in-person interactions. Monitor team performance through KPIs such as TAT, CSAT, First Contact Resolution (FCR), and escalation handling. Conduct root cause analysis using data-driven methodologies Manage customer escalations, offering solutions and maintaining brand reputation. Collaborate with internal departments (store ops, logistics, merchandising) to resolve customer pain points. Train and mentor the team on soft skills, product knowledge, and customer-handling best practices. Manage customer service improvement projects from initiation to execution, ensuring timely delivery and measurable outcomes. Analyze customer feedback and complaints to identify root causes and recommend process improvements. Prepare and present weekly/monthly reports on service metrics and team productivity. Identify opportunities for automation in recurring and manual processes. Work with cross functional team and manage stakeholders Education & Experience: Must have minimum 6 years of relevant experience Master's Degree (preferred) Show more Show less