Customer Care Manager

As a Customer Care Manager at our company, you will play a crucial role in overseeing the daily operations of the customer service department. Your primary responsibility will be to lead a team of customer service agents to successfully achieve company initiatives, ensuring customer satisfaction, retaining clients, and enhancing service delivery by collaborating with other department heads. **Key Responsibilities:** - **Team Leadership & Training:** - Lead and manage a team of customer service agents. - Develop and implement training programs to enhance team skills and product knowledge. - Conduct regular performance evaluations and provide constructive feedback. - **Customer Retention & Satisfaction:** - Develop and implement strategies to improve customer satisfaction and retention. - Address and resolve escalated customer complaints promptly and effectively. - Monitor customer feedback and implement improvements based on insights. - **Operational Coordination:** - Collaborate with sales, marketing, and other departments to ensure seamless service delivery. - Develop and enforce customer service policies, procedures, and standards. - Monitor and report on key performance indicators (KPIs) to senior management. - **Process Improvement & Reporting:** - Analyze customer service data to identify areas for improvement. - Implement process improvements to enhance efficiency and service quality. - Prepare and present regular reports on customer service performance. **Qualifications & Skills:** - **Educational Background:** - Graduate degree in any discipline; MBA preferred. - **Experience:** - Minimum of 3-5 years of experience in customer service or customer care management. - **Skills:** - Excellent verbal and written communication skills. - Strong interpersonal and leadership abilities. - Proficiency in customer service software and Microsoft Office Suite. - Ability to analyze data and generate insights from performance metrics. - Problem-solving and conflict resolution skills. - **Personal Traits:** - Empathetic and customer-focused mindset. - Ability to work under pressure and handle challenging situations. - Strong organizational and multitasking skills. The Customer Care Manager role reports to the Sales Head / Department Head. The company is located at CM Autos (MarutiSuzuki Showroom & Service, Ropar) on NH-21, Chandigarh Rd, Rupnagar, Rangilpur, Punjab 140001. This is a full-time position with a day shift schedule and performance bonus. *Please note that the job requires your physical presence at the work location.*,