Team Lead - Customer Relations

Role & responsibilities

1. Team Management

• Lead, guide, and monitor the Customer Relationship Executive (CRE) team.
• Allocate daily tasks and ensure timely completion of assigned activities.
• Conduct regular team meetings and performance reviews.
• Train and motivate team members to achieve departmental targets.

2. Customer Relationship Management

• Maintain strong relationships with existing and prospective customers.
• Ensure timely responses to customer queries, requests, and concerns.
• Handle escalated customer complaints and ensure effective resolution.
• Monitor customer satisfaction and identify opportunities to improve service quality.

3. Lead Management & Follow-up

• Monitor lead generation, lead tracking, and follow-up activities.
• Ensure proper scheduling of customer calls, meetings, and appointments.
• Track the status of leads and ensure consistent follow-ups by team members.
• Coordinate with the sales team to convert qualified leads into business opportunities.

4. Performance Monitoring

• Set daily, weekly, and monthly targets for the team.
• Monitor team productivity, call reports, follow-ups, and conversion rates.
• Prepare and submit performance reports to management.
• Identify performance gaps and implement corrective actions.

5. Coordination & Communication

• Coordinate with sales, marketing, and other departments to address customer requirements.
• Ensure accurate maintenance of customer information and interaction records in the CRM system.
• Communicate product updates, offers, and service information to the team.
• Ensure professional communication with customers through calls, emails, and other channels.

6. Process Improvement

• Develop and implement effective customer relationship management processes.
• Identify opportunities to improve customer retention and service efficiency.
• Ensure the team follows company policies, procedures, and communication standards.
• Provide feedback and recommendations to management for continuous improvement.

Preferred candidate profile

• Strong leadership and team management skills.
• Excellent verbal and written communication skills.
• Customer handling and conflict-resolution abilities.
• Experience in lead management and customer follow-ups.
• Knowledge of CRM tools, MS Excel, and reporting.
• Strong organizational, analytical, and problem-solving skills.