Job Requirements

Job Description
– Team Lead, Tanishq Cares Position Details Designation: Team Lead – Tanishq Cares Reporting To: Manager – Complaints (Sandeep Ganesh) Team Size: 6–8 Customer Care Executives Role Purpose The Team Lead – Tanishq Cares is responsible for driving service excellence by leading a team of Customer Care Executives, ensuring timely and effective resolution of customer complaints, maintaining service quality standards, and enhancing customer satisfaction. The role acts as a critical link between customers, internal stakeholders, and support teams to ensure seamless complaint resolution and continuous improvement of customer experience.

Key Responsibilities
1. Team Performance & Service Delivery
· Drive customer satisfaction by ensuring high-quality complaint resolution.
· Monitor and improve key service metrics such as CSAT, First Response Time, and SLA adherence.
· Ensure timely closure of customer complaints and minimize backlog and ageing cases.
· Track team performance and take corrective actions to address service gaps. 2. Team Coaching & Capability Building
· Conduct regular coaching and feedback sessions to enhance team performance.
· Review quality audits and provide actionable developmental feedback.
· Build customer-centric behaviours and service excellence within the team.
· Identify and develop high-potential team members for future leadership opportunities. 3. Escalation Management & Case Governance
· Own and manage complex and escalated customer complaints.
· Drive root cause identification and resolution to prevent recurrence.
· Ensure proactive customer communication and minimize customer drop-offs.
· Escalate critical issues appropriately and ensure timely resolution. 4.



Cross-Functional Coordination
· Collaborate with stores, logistics teams, workshops, and other internal stakeholders to resolve customer concerns.
· Facilitate resolution of product, service, and fulfilment-related issues.
· Ensure effective closed-loop communication across all stakeholders involved in complaint resolution. 5. Reporting & Insights
· Publish and review team performance dashboards and operational metrics.
· Analyze complaint trends, customer feedback, and service gaps.
· Recommend process improvements and preventive actions to enhance customer experience and operational efficiency. 6. Process Compliance & Governance
· Ensure adherence to complaint management processes, SOPs, and service standards.
· Drive CRM discipline and accurate case documentation.
· Maintain complete and up-to-date records of customer interactions and complaint resolutions.
· Ensure compliance with audit and reporting requirements. Key Success Measures
· Customer Satisfaction (CSAT)
· First Response Time (FRT)
· SLA Adherence
· Complaint Closure Rate
· Backlog and Ageing Reduction
· Team Quality Scores
· Employee Capability Development
· Process Compliance and Data Accuracy Work Experience Desired Competencies
· Customer Centricity
· People Leadership & Coaching
· Problem Solving & Decision Making
· Stakeholder Management
· Service Excellence
· Analytical Thinking
· Conflict Resolution
· Communication & Influencing Skills Preferred Experience
· Experience in customer service, customer relations, complaint management, or contact center operations.
· Prior experience in leading a customer-facing team.
· Exposure to CRM systems, service operations, and customer experience processes.

📌 Customer Relations Management Officer (Bengaluru)
🏢 Titan
📍 Bengaluru