Anamika
Immediate joiner | Team Lead – Customer Experience | Cars24
- Role
- Customer Service Team Lead at Cars24
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Anamika
A self-motivated and results-driven professional with over 7 years of experience in…
Experience
Customer Service Team Lead
Jul 2025 — Present · Gurugram, IN
Job Profile – Team Lead (Customer Experience / Inbound Calls)| Cars24Leading and managing a team of 6 associates handling post-delivery inbound calls to ensure smooth customer experience and issue resolution.Monitoring team performance through key metrics such as AHT, CSAT, FCR, SLA adherence, and driving continuous improvement.Handling escalations, providing real-time support, and ensuring quick turnaround on customer queries.Conducting regular coaching, feedback, and performance reviews to enhance productivity and customer satisfaction.Collaborating with cross-functional teams (operations, quality, and product) to resolve customer pain points and improve processes.Preparing and maintaining reports on team performance, escalations, and customer insights for management review.Driving process compliance, customer-centric communication, and service excellence in a fast-paced environment.
Education
Ranchi Women's College
Graduation
2014 — 2017
SVKM's Narsee Monjee Institute of Management Studies (NMIMS)
Postgraduate Degree
2019 — 2021
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