Job Description: Team Lead – Customer Service
Company: Palmonas (Demifine Fashion Private Limited)
Designation: Team Lead – Customer Service
Department: Customer Experience / Customer Service
Location: Pune
Employment Type: Full-time

About Palmonas
Palmonas is a contemporary demi-fine jewellery brand redefining everyday luxury through stylish, high-quality, and accessible jewellery. We are committed to delivering exceptional customer experiences
through our products, services, and customer interactions.

Role Overview
We are looking for a proactive and customer-focused Team Lead – Customer Service to manage daily customer service operations, lead a team of customer service executives, and ensure timely and effective resolution of customer queries. The ideal candidate should have experience in team handling, customer escalations, service quality monitoring, and performance management, preferably in the D2C, e-commerce, retail, or jewellery industry.

Key Responsibilities
1. Team Management
• Lead, mentor,



and motivate a team of customer service executives to achieve individual and team performance targets.
• Manage daily workloads, allocate tasks, and monitor team productivity.
• Conduct regular team huddles, performance reviews, and coaching sessions.
• Support onboarding and training of new team members.
• Monitor attendance, adherence to schedules, and overall team performance.

2. Customer Query & Escalation Management
• Oversee customer interactions across channels such as calls, emails, live chat, and social media.
• Ensure timely and effective resolution of customer queries, complaints, and escalations.
• Handle complex customer concerns related to orders, deliveries, returns, refunds, exchanges, product quality, and payments.
• Ensure customer issues are resolved within defined turnaround times (TATs).
• Maintain a customer-first approach while ensuring adherence to company policies.

3. Quality Assurance & Customer Experience
• Monitor customer interactions to en

📌 Customer Service Team Lead (India)
🏢 Palmonas
📍 India