Customer Care Team Lead

Job Title: Customer Care Team Lead

Experience: 35 years

Location: IMT Faridabad

Job Summary

We are looking for a Customer Care Team Lead to manage and supervise the customer support team, ensure quality customer interactions, and handle escalations.

Key Responsibilities

Manage and guide a team of calling/customer care executives

Manage inbound and outbound customer calls related to orders, product usage, complaints, and general queries

Monitor daily call performance, quality, and productivity

Handle customer escalations and ensure timely resolution

Ensure adherence to SOPs, scripts, and service standards

Coordinate with internal teams (logistics, service, warehouse)

Prepare basic performance and escalation reports

Requirements

Prior experience as a Team Lead in customer care/calling

Strong communication skills in Hindi & English

Knowledge of CRM tools like Zoho and more

Good people-management and problem-solving skills