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 comm