Customer care Manager

Job Description

Job Title: Customer Care Manager Location: Ropar, Punjab Department: Sales & Customer Service Gender Preference: Female (as per job specifications) Role Overview The Customer Care Manager will oversee the daily operations of the customer service department, leading a team of customer service agents to successfully achieve company initiatives. This role is pivotal in ensuring customer satisfaction, training staff, retaining clients, and coordinating with other department heads to enhance service delivery. 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. Reporting To Sales Head / Department Head interview venue-CM Autos (MarutiSuzuki Showroom & Service, Ropar) Address: NH-21, Chandigarh Rd, Rupnagar, Rangilpur, Punjab 140001 Job Type: Full-time Pay: ₹20,000.00 - ₹25,000.00 per month Schedule: Day shift Supplemental Pay: Performance bonus Work Location: In person