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 customer service.

Reporting &

- Administration

- Prepare daily, weekly, and monthly performance reports.
- Maintain accurate records of team performance, customer feedback, and service metrics.
- Support workforce planning and resource allocation.

Experience Requirement

- 3–5 years of experience in customer service or contact center operations.
- Minimum 1–2 years of experience in a supervisory or Team Leader role.
- Proven experience managing customer complaints, team performance, and service quality.
- Experience driving sales conversion and achieving customer service KPIs.

Qualification and Licenses Requirement

- Bachelor's Degree in Business Administration or any related discipline.
- Proficiency in Microsoft Office and CRM systems.
- Excellent verbal and written communication skills in English.
- Knowledge of Arabic is an advantage.

Behaviours

- Leadership
- Accountability
- Customer Focus
- Coaching
- Communication
- Decision Making
- Problem Solving
- Teamwork
- Adaptability
- Results Orientation

📌 Customer Service - Team Leader (Kochi)
🏢 Cutie Pie Cakes
📍 Kochi