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.

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