Assistant Manager - Customer Care

Roles and Responsibilities

• Manage customer care operations to ensure timely resolution of customer queries and issues.
  
• Develop and implement effective strategies for improving customer engagement, satisfaction, and loyalty.
  
• Collaborate with internal teams to resolve complex customer complaints and improve overall service quality.
  
• Analyze data to identify trends and areas for improvement in customer relationships and develop action plans accordingly.
  
• Ensure compliance with company policies, procedures, and regulatory requirements.

• Issue Classification & Resolution: Categorize issues by severity (high, medium, low) and ensure timely resolution (90%+ within SLA).

• Cross-Functional Coordination: Liaise with operations and tech teams to address system failures and feedback loops.

• Escalation Handling: Ensure less than 5% of issues require higher-level escalation.

• Digital & Social Media Oversight: Manage responses and resolutions for customer queries on social media and public platforms.

• Proactive Communication: Ensure the Chalo app is updated regularly with city-specific notifications and alerts.

• Incident Reporting: Drive 100% logging and tracking of system failures.
  

Desired Candidate Profile

• 5-9 years of experience in a similar role within the telecom industry.
  
• Strong understanding of CRM systems, custom solutions development, public relations, sales support, servicing processes.
  
• Excellent communication skills with ability to build strong relationships with customers at all levels.