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
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.
Source: Titan Company careers — Read the original posting and apply
This role is listed by the employer on its own careers site. Kaam Ki Khoj does not process applications for it.
Titan Company is an employer in the Gems & Jewellery sector with operations in India. This is a directory listing maintained by Kaam Ki Khoj so that candidates can find the organisation; it is not an official company page and Kaam Ki Khoj is not... Read More
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