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, professional, and effective resolutions.
Ensure all customer interactions meet company standards for communication, empathy, and service excellence.
Track customer feedback and identify recurring issues or prospects 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 recent 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 solid 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