Customer Care Executive

SM Technologies; Punjab; On-site; INR 257,000 - 301,000; Full time

Job summary

SM Technologies in Punjab invites an experienced Experience Team Leader to guide and develop the customer care team, ensuring service excellence and consistent customer satisfaction.

You will lead performance, coach staff, resolve escalations, and drive continuous improvement, embracing a customer-first culture and maintaining high engagement and motivation.

This is an in-person, full-time role with a monthly salary starting at ₹25,000.

Qualifications

• Leadership abilities and people-management skills
• Strong communication and interpersonal skills
• Problem-solving and conflict-resolution capabilities
• Ability to coach and develop team members
• Proactive in sustaining service excellence

Responsibilities

• Lead, motivate, and manage the customer care team to achieve daily, weekly, and monthly targets.
• Monitor team performance, productivity, attendance, and service quality.
• Coach and mentor team members through regular feedback, training, and performance reviews.
• Handle escalated customer concerns and ensure timely, professional resolutions.
• Ensure all customer interactions meet company standards for communication, empathy, and service excellence.
• Track customer feedback and identify recurring issues for improvement.
• Coordinate with internal departments to resolve queries and improve efficiency.
• Prepare and review team performance reports for management insights.
• Support onboarding and training of new team members.
• Encourage a customer-first culture and high team engagement.
• Identify process gaps and recommend practical solutions to enhance the customer journey.

Job description

Experience Team Leader – Customer Care

As an Experience Team Leader, you will lead and support the customer care team in delivering exceptional service and ensuring a consistently positive customer experience. You will be responsible for team performance, service quality, customer satisfaction, and continuous improvement.

Key Roles & Responsibilities

• Lead, motivate, and manage the customer care team to achieve daily, weekly, and monthly targets.
• Monitor team performance, productivity, attendance, and service quality.
• Coach and mentor team members through regular feedback, training, and performance reviews.
• Handle escalated customer concerns and ensure timely, professional, and effective resolutions.
• Ensure all customer interactions meet company standards for communication, empathy, and service excellence.
• Track customer feedback and identify recurring issues or opportunities for improvement.
• Coordinate with internal departments to resolve customer queries and improve operational efficiency.
• Prepare and review team performance reports and share key insights with management.
• Support onboarding and training of new team members.
• Encourage a customer-first culture and maintain high levels of team engagement and motivation.
• Identify process gaps and recommend practical solutions to enhance the overall customer journey.
• Ensure company policies, procedures, and service standards are consistently followed.

The ideal candidate should have strong leadership, communication, problem-solving, and people-management skills, with a passion for delivering excellent customer experiences.

Pay: From ₹25,000.00 per month

Work Location: In person