Job Requirements
Job Description – Team Lead, Tanishq Cares
Position Details
Designation: Team Lead – Tanishq Cares
Reporting To: Manager – Complaints (Sandeep Ganesh)
Team Size: 6–8 Customer Care Executives
Role Purpose
The Team Lead – Tanishq Cares is responsible for driving service excellence by leading a team of Customer Care Executives, ensuring timely and effective resolution of customer complaints, maintaining service quality standards, and enhancing customer satisfaction. The role acts as a critical link between customers, internal stakeholders, and support teams to ensure seamless complaint resolution and continuous improvement of customer experience.
Key Responsibilities
1. Team Performance & Service Delivery
- Drive customer satisfaction by ensuring high-quality complaint resolution.
- Monitor and improve key service metrics such as CSAT, First Response Time, and SLA adherence.
- Ensure timely closure of customer complaints and minimize backlog and ageing cases.
- Track team performance and take corrective actions to address service gaps.
2. Team Coaching & Capability Building
- Conduct regular coaching and feedback sessions to enhance team performance.
- Review quality audits and provide actionable developmental feedback.
- Build customer-centric behaviours and service excellence within the team.
- Identify and develop high-potential team members for future leadership opportunities.
3. Escalation Management & Case Governance
- Own and manage complex and escalated customer complaints.
- Drive root cause identification and resolution to prevent recurrence.
- Ensure proactive customer communication and minimize customer drop-offs.
- Escalate critical issues appropriately and ensure timely resolution.
4. Cross-Functional Coordination
- Collaborate with stores, logistics teams, workshops, and other internal stakeholders to resolve customer concerns.
- Facilitate resolution of product, service, and fulfilment-related issues.
- Ensure effective closed-loop communication across all stakeholders involved in complaint resolution.
5. Reporting & Insights
- Publish and review team performance dashboards and operational metrics.
- Analyze complaint trends, customer feedback, and service gaps.
- Recommend process improvements and preventive actions to enhance customer experience and operational efficiency.
6. Process Compliance & Governance
- Ensure adherence to complaint management processes, SOPs, and service standards.
- Drive CRM discipline and accurate case documentation.
- Maintain complete and up-to-date records of customer interactions and complaint resolutions.
- Ensure compliance with audit and reporting requirements.
Key Success Measures
- Customer Satisfaction (CSAT)
- First Response Time (FRT)
- Backlog and Ageing Reduction
- Employee Capability Development
- Process Compliance and Data Accuracy
Work Experience
Desired Competencies
- People Leadership & Coaching
- Problem Solving & Decision Making
- Communication & Influencing Skills
Preferred Experience
- Experience in customer service, customer relations, complaint management, or contact center operations.
- Prior experience in leading a customer-facing team.
- Exposure to CRM systems, service operations, and customer experience processes.
