Team Lead - Customer Service

Team Lead - Customer Service - is responsible for leading and managing the customer service team to deliver exceptional customer experiences in line with brand standards. This role involves supervising daily operations, coaching team members, resolving escalated customer issues, and ensuring service excellence across all customer touchpoints.

Team Management

- Lead, mentor, and supervise a team of customer service representatives - Conduct regular team meetings and training sessions to enhance product knowledge and service skills. - Ensuring daily, weekly & monthly reports.

Customer Service Excellence

- Handle and report escalated customer complaints and complex queries . - Build and maintain strong customer relationships to drive loyalty and repeat business - Ensure proper customer data capture and CRM & Tele calling tools system updates - Monitor customer feedback and implement service improvements

Sales Support & Product Knowledge

- Support offline retail teams for customer query /complaint & customization order. - Maintain in-depth knowledge of product collections, pricing, customization options, and care instructions - Handle pre-sales and post-sales queries efficiently

Operations & Compliance

- Ensure compliance with company policies, security protocols, and jewellery handling procedures - Oversee proper documentation for sales, exchanges, repairs, and customizations - Coordinate with other departments (merchandising, inventory, repairs, finance) for seamless customer service - Monitor and report on key service metrics (response time, resolution rate, customer satisfaction)

Problem Resolution

- Resolve customer issues related to product quality, billing, delivery, repairs, and after-sales service - Process returns, exchanges, and refunds as per company policy - Manage expectations during custom orders and repair timelines - De-escalate difficult situations with tact and professionalism