Job Purpose

To manage the Customer Care team based in Kochi, ensuring exceptional customer service, effective complaint resolution, high sales conversion, and operational excellence. The Team Leader is responsible for driving team performance, coaching agents, monitoring service quality, and achieving departmental KPIs while delivering an outstanding customer experience.

Operational Dimensions
- Team Performance & Productivity
- Customer Experience & Satisfaction
- Complaint Resolution
- Sales Conversion & Revenue Growth
- Service Quality & SLA Compliance
- Workforce Planning & Scheduling
- CRM & Reporting

Key Accountabilities

Team Leadership
- Lead, coach, motivate, and develop the Customer Care team to achieve departmental objectives.
- Conduct regular one-to-one meetings, performance reviews, and coaching sessions.
- Monitor attendance, productivity, and adherence to work schedules.
- Foster a positive, cooperative, and high-performance team culture.

Sales & Performance
- Drive sales conversion, upselling, and cross-selling initiatives.




- Monitor individual and team KPIs, including conversion rates, response times, CSAT, and productivity.
- Prepare performance reports and recommend improvement plans.

Customer Service
- Ensure exceptional customer service across all communication channels.
- Monitor customer interactions to maintain service quality and brand standards.
- Support the team in handling complex customer queries and escalations.

Complaint Resolution
- Manage escalated customer complaints and ensure timely resolution.
- Identify root causes of recurring issues and implement corrective actions.
- Collaborate with internal departments to improve service delivery.

Operations & Process Improvement
- Ensure compliance with company policies, SOPs, and quality standards.
- Identify opportunities to improve customer care processes and operational efficiency.
- Coordinate with Production, Stores, Logistics, and other departments to ensure seamless cust

📌 Customer Service (Kochi)
🏢 Cutie Pie Cakes
📍 Kochi