Matrimony com
Customer Service Team Lead
17 days ago
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Important information
Contract type:
Permanent
Salary:
₹275,000 – ₹550,000 / year
Location:
Mumbai, Maharashtra, India
Work mode:
Onsite
Published on:
9 October 2026
What they need
Job Description Customer Service Team Leader
Company: Matrimony.com Ltd.
Department: Customer Service (CS)
Location: Andheri East, Mumbai
Experience: Minimum 2+ years
Qualification: Graduate
Shift: Rotational shifts and rotational week-offs
Job Summary
We are looking for a dynamic and target-oriented Customer Service Team Leader to manage a team of customer service executives, ensure excellent customer experience, achieve performance targets, and drive revenue growth through upselling and cross-selling.
Key Responsibilities
- Lead, manage, and motivate a team of 30–35 customer service executives.
- Monitor daily team performance, productivity, quality, and customer satisfaction.
- Ensure achievement of operational targets and service-level agreements (SLAs).
- Handle customer escalations and ensure timely resolution of queries and complaints.
- Drive upselling and cross-selling opportunities to achieve business targets.
- Conduct regular team briefings, performance reviews, and coaching sessions.
- Monitor calls and provide feedback to improve communication skills and service quality.
- Track daily, weekly, and monthly performance reports and share updates with management.
- Maintain team discipline, attendance, and adherence to company policies.
- Identify performance gaps and implement action plans to improve productivity.
Required Skills
- Strong leadership, communication, and team management skills.
- Experience managing a customer service team in a BPO or service-oriented environment.
- Good understanding of customer handling, escalation management, and call quality.
- Proven ability to achieve team targets and improve performance.
- Upselling and cross-selling experience will be an added advantage.
- Good analytical, problem-solving, and decision-making skills.
About Matrimony.com Ltd.
Matrimony.com Ltd. is a leading online matchmaking company offering matchmaking and relationship services to customers across India.
Contact for Applications
Rasika Bisht
Contact: 9930641423
Email: [email protected]
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