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) · SLA Adherence · Complaint Closure Rate · Backlog and Ageing Reduction · Team Quality Scores · Employee Capability Development · Process Compliance and Data Accuracy Work Experience Desired Competencies · Customer Centricity · People Leadership & Coaching · Problem Solving & Decision Making · Stakeholder Management · Service Excellence · Analytical Thinking · Conflict Resolution · 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.