Customer Service Team Lead

Job Description: Team Lead – Customer Service

Company: Palmonas (Demifine Fashion Private Limited)

Designation: Team Lead – Customer Service

Department: Customer Experience / Customer Service

Location: Pune

Employment Type: Full-time

About Palmonas

Palmonas is a modern demi-fine jewellery brand redefining everyday luxury through stylish, high-quality, and accessible jewellery. We are committed to delivering exceptional customer experiences

through our products, services, and customer interactions.

Role Overview

We are looking for a proactive and customer-focused Team Lead – Customer Service to manage daily customer service operations, lead a team of customer service executives, and ensure timely and effective resolution of customer queries. The ideal candidate should have experience in team handling, customer escalations, service quality monitoring, and performance management, preferably in the D2C, e-commerce, retail, or jewellery industry.

Key Responsibilities

1. Team Management

• Lead, mentor, and motivate a team of customer service executives to achieve individual and team performance targets.
• Manage daily workloads, allocate tasks, and monitor team productivity.
• Conduct regular team huddles, performance reviews, and coaching sessions.
• Support onboarding and training of new team members.
• Monitor attendance, adherence to schedules, and overall team performance.

2. Customer Query & Escalation Management

• Oversee customer interactions across channels such as calls, emails, live chat, and social media.
• Ensure timely and effective resolution of customer queries, complaints, and escalations.
• Handle complex customer concerns related to orders, deliveries, returns, refunds, exchanges, product quality, and payments.
• Ensure customer issues are resolved within defined turnaround times (TATs).
• Maintain a customer-first approach while ensuring adherence to company policies.

3. Quality Assurance & Customer Experience

• Monitor customer interactions to ensure service quality and compliance with established standards.
• Conduct quality audits and provide constructive feedback to team members.
• Identify recurring customer concerns and implement corrective actions.
• Improve customer satisfaction, customer experience, and first-contact resolution.
• Ensure consistent and professional communication across all customer touchpoints.

4. Performance Monitoring & Reporting

• Track and analyse key performance indicators (KPIs), including:
• Customer Satisfaction Score (CSAT)
• First Response Time (FRT)
• Average Resolution Time
• First Contact Resolution (FCR)
• Ticket Backlog and TAT Adherence
• Quality Scores
• Team Productivity and Attendance
• Prepare daily, weekly, and monthly performance reports.
• Identify performance gaps and implement improvement plans to achieve business targets.

5. Process Improvement & Cross-Functional Coordination

• Coordinate with internal teams, including E-commerce, Warehouse, Logistics, Retail Operations, and Finance, to resolve customer issues.
• Identify operational bottlenecks and recommend process improvements.
• Ensure proper documentation and tracking of customer complaints and resolutions.
• Analyse customer feedback and share insights with relevant stakeholders.
• Support the implementation of customer service policies, SOPs, and process enhancements.

Required Skills & Competencies

• Strong leadership, team management, and people development skills.
• Excellent verbal and written communication skills.
• Strong problem-solving, decision-making, and conflict-resolution abilities.
• Ability to manage escalations and handle difficult customer situations.
• Good analytical skills and proficiency in preparing reports and tracking KPIs.
• Customer-centric mindset with a focus on service excellence.
• Ability to work in a fast-paced D2C or e-commerce environment.
• Proficiency in MS Excel or Google Sheets and customer support tools or CRM platforms.

Educational Qualifications

• Bachelor's degree in Business Administration, Management, or a related field.
• Additional qualifications in customer experience or service management will be an advantage.

Experience Required

• 3–5 years of experience in customer service, customer support, or customer experience.
• At least 1–2 years of experience managing or leading a customer service team.
• Experience in D2C, e-commerce, retail, or consumer brands will be preferred.

Key Success Metrics

• Improvement in customer satisfaction and service quality.
• Achievement of team productivity and resolution targets.
• Reduction in customer complaints and escalations.
• Adherence to response and resolution TATs.
• Improved first-contact resolution and reduced ticket backlog.
• Effective team performance management and employee development.