Experience Team Leader – Customer Care

As an Experience Team Leader, you will lead and support the customer care team in delivering exceptional service and ensuring a consistently positive customer experience. You will be responsible for team performance, service quality, customer satisfaction, and continuous improvement.

Key Roles & Responsibilities

- Lead, motivate, and manage the customer care team to achieve daily, weekly, and monthly targets.
- Monitor team performance, productivity, attendance, and service quality.
- Coach and mentor team members through regular feedback, training, and performance reviews.
- Handle escalated customer concerns and ensure timely, skilled, and effective resolutions.
- Ensure all customer interactions meet company standards for communication, empathy, and service excellence.
- Track customer feedback and identify recurring issues or opportunities for improvement.




- Coordinate with internal departments to resolve customer queries and improve operational efficiency.
- Prepare and review team performance reports and share key insights with management.
- Support onboarding and training of new team members.
- Encourage a customer-first culture and maintain high levels of team engagement and motivation.
- Identify process gaps and recommend practical solutions to enhance the overall customer journey.
- Ensure company policies, procedures, and service standards are consistently followed.

The ideal candidate should have strong leadership, communication, problem-solving, and people-management skills, with a passion for delivering excellent customer experiences.

Pay: From ₹25,000.00 per month

Work Location: In person

📌 Customer Care Executive (Ludhiana)
🏢 SM Technologies
📍 Ludhiana