Team Leader - Customer Delight
Next Mantra Solutons Private Limited
Delhi-NCR, India · Full Time
Be the first to apply
- Experience
- Any
- Salary
- INR 30,000 – INR 100,000 / month
- Openings
- 1
- Posted
- 6 days ago
- Work mode
- In office
- Resume
- Required to apply
Sign in to tell us what does and doesn't work for you here — it sharpens every match we show you.
Job description
About the Company
Handpickd is an innovative fresh-commerce company that leverages technology to deliver fresh produce and high-quality essentials. It operates through a personalized, AI-driven, zero-stock fresh-commerce model, transforming the traditional supply chain.
Role Overview
The Team Leader for Customer Delight will oversee a dynamic customer-facing team to ensure top-tier customer experiences. This role demands leadership skills to manage performance metrics, workforce, and customer interactions efficiently.
Key Responsibilities
- Drive team metrics such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), First Response Time (FRT), Average Response Time (ART), and First Contact Resolution (FCR).
- Handle real-time customer queues and optimize scheduling for workforce management.
- Regularly evaluate team performance and conduct detailed performance reviews.
- Audit customer communications and refine SOPs, response templates, and communication protocols.
- Detect recurring customer issues and collaborate with other departments to address root causes.
- Mentor and coach agents to become Customer Delight Specialists.
- Spot and bridge gaps in the customer journey by implementing process enhancements.
- Maintain high standards of speed, accuracy, empathy, and overall customer experience within the team.
- Convert operational data and dashboard insights into actionable plans for improvements.
Candidate Requirements
- Must have prior experience as a Team Lead.
- Background in high-growth, service-based startups is advantageous.
- Experience in e-commerce, quick commerce, or retail sectors is preferred.
- Proven ability in managing high-volume customer operations.
- Strong grasp of customer service and experience metrics.
- Analytical mindset with the ability to interpret performance dashboards effectively.
- Excellent communication and interpersonal abilities.
- Capacity to collaborate cross-functionally with diverse teams.
- Leadership that is calm, decisive, and effective under fast-paced conditions.
- A pronounced customer-centric approach and mindset.
Preferred Experience
Ideal candidates will have leadership experience in e-commerce, quick commerce, retail, customer experience, customer operations, or other high-volume service environments.
Additional Information
Location: Gurgaon, Haryana (within Delhi-NCR region)
Employment Type: Full-Time
Salary Range: 30000 to 100000 INR per month
Contact Details: Interested individuals may send their updated resumes to the designated email or connect via the provided WhatsApp number.