Description:

- Location: Manesar

- Working Hours: 9:00 AM 6:00 PM (Sunday Off)

- Function: Customer Engagement / Purchase Assistance

- Reporting To: Customer Experience / Operations Head

Role Overview:

The Purchase Assistance Call Centre Team Leader is a critical role responsible for managing high-quality customer engagement and purchase support operations. The role involves leading a call centre team, ensuring exceptional customer interactions, effective lead management, and seamless coordination with experience centres, orientation centres, and the dealer/sales network to support sales conversion and customer satisfaction.

Key Responsibilities:

Customer Engagement & Lead Management:

- Ensure high-quality customer interactions in line with company service standards

- Handle inbound and outbound customer calls to understand requirements and recommend suitable bath and lighting solutions

- Develop strong product knowledge across the companys bath and lighting portfolio

- Promote, upgrade, and cross-sell company brands and verticals during customer interactions

- Follow approved call scripts while maintaining empathy, persuasion, and need-based selling

- Take end-to-end ownership of customer leads to support final sales closure

- Conduct regular follow-ups to drive store visits or connect customers with sales representatives

Team Leadership & Operations:

- Lead, guide, and monitor the Purchase Assistance / Customer Engagement team

- Ensure adherence to login hours, call handling efficiency, and real-time CRM updates

- Track daily call volumes, lead quality, follow-ups, and conversion metrics

- Act as the first point of escalation for customer or process-related issues

- Benchmark operations with best-in-class call centres for resource planning and service quality

CRM, Coordination & Reporting:

- Ensure accurate recording of customer details, interaction notes, and lead status in CRM

- Route leads to the appropriate Experience Centre, Orientation Centre, or dealer network as per SOP

- Coordinate closely with sales teams, experience centre teams, and channel partners

- Prepare and share regular MIS reports on call performance, lead movement, and conversions

Training & Continuous Improvement:

- Participate in product, technology, and process training programs

- Conduct regular coaching and quality feedback sessions for team members

- Visit Experience Centres / Orientation Centres for on-ground exposure and customer insights

- Drive continuous improvement in call quality, customer experience, and conversion efficiency

Language Requirements:

- English and Hindi mandatory

- Knowledge of Kannada / Tamil / Malayalam preferred due to higher customer footfall from Southern India (not mandatory)

Qualification & Experience:

- Graduate or above with strong communication and interpersonal skills

- 3 - 5 years of experience in CRM management and high-volume call centre operations

- Prior experience in customer engagement, inside sales, or service leadership roles preferred

Key Performance Indicators (KPIs):

- Call quality and customer satisfaction scores

- Lead accuracy, follow-ups, and conversion rates

- CRM data accuracy and SOP compliance

- Team productivity and adherence metrics