Job Description

Location: ManesarWorking Hours: 9:00 AM - 6:00 PM (Sunday Off)Function: Customer Engagement / Purchase AssistanceReporting To: Customer Experience / Operations HeadRole OverviewThe 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 company's 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 representativesTeam 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 qualityCRM, 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 conversionsTraining & 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 efficiencyLanguage 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 preferredKey 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 (ref:updazz.com)

Skills Required