Customer Relations Management Officer (Jewellery)
BengaluruFull-timeJunior levelPosted 4 months ago
Customer support role at Titan Company in Bengaluru.
About the role
The Team Lead – Tanishq Cares is responsible for driving service excellence by leading a team of Customer Care Executives, ensuring timely and effective resolution of customer complaints, maintaining service quality standards, and enhancing customer satisfaction. The role acts as a critical link between customers, internal stakeholders, and support teams to ensure seamless complaint resolution and continuous improvement of customer experience.
What you'll do
- Team Performance & Service Delivery
- Drive customer satisfaction by ensuring high-quality complaint resolution
- Monitor and improve key service metrics such as CSAT, First Response Time, and SLA adherence
- Ensure timely closure of customer complaints and minimize backlog and ageing cases
- Track team performance and take corrective actions to address service gaps
What you need
- CRM
- Complaint handling
- Customer service
- Escalation handling
- SOP writing
- Communication