Customer Care Team Leader

Hiring

Customer Care Team Leader – Digitek

Company

Digitek

Job Title

Customer Care Team Leader

Department

Customer Care / Customer Support

Location

Rohini, Delhi

Experience Required

6–8 Years

Team Leadership Experience

3–4 Years

Industry Preference

Electronics / Consumer Products

Job Description

We are looking for an experienced Customer Care Team Leader for Digitek, a consumer electronics and accessories business. The ideal candidate should have strong experience in customer support operations, team management, escalation handling, and service quality management, preferably within the electronics or consumer products industry.

Key Responsibilities

Lead, mentor, and manage the customer care team to ensure high-quality customer service.

Handle complex customer complaints and escalations professionally.

Monitor team KPIs, response times, resolution times, and customer satisfaction.

Manage daily operations, workload allocation, and task prioritization.

Conduct coaching sessions and provide regular feedback to team members.

Ensure adherence to company policies, service standards, and SOPs.

Analyze customer feedback and identify areas for improvement.

Coordinate with Sales, Logistics, Operations, and Technical Support teams to resolve customer issues.

Prepare performance reports and share updates with management.

Implement initiatives to improve customer experience and operational efficiency.

Required Skills

Strong leadership and people management skills.

Excellent verbal and written communication.

Experience in customer complaint and escalation management.

Knowledge of CRM tools, customer support systems, and reporting dashboards.

Strong problem-solving and decision-making abilities.

Ability to work under pressure and manage multiple priorities.

Eligibility Criteria

Bachelor's degree in Business, Management, Communications, or a related field preferred.

6–8 years of experience in customer care or customer service.

3–4 years of experience in a Team Leader or supervisory role.

Experience in electronics, consumer electronics, gadgets, or other product-based companies preferred.

Experience in team performance management and customer escalations preferred.

Interested candidates can apply with their updated resume.

Pay

Up to ₹1,000,000.00 per year

Work Location

In person