Customer Relations Management Officer (Jewellery)

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
• Any graduate