Customer Care Manager

Job Summary:

We are seeking a highly motivated and customer-centric Customer Care Manager to lead and enhance our client service operations within the dynamic environment of a stock broking firm. The ideal candidate will possess strong soft skills, patience, active listening, and a problem-solving mind-set. They will be responsible for managing a team of support representatives, resolving client issues, and ensuring a seamless and satisfying client experience.

Key Responsibilities:

• Oversee the daily operations of the customer care team, ensuring prompt and accurate resolution of client queries related to stock broking services, trading platforms, account management, and compliance.
• Act as an escalation point for complex or unresolved customer issues.
• Ensure the team demonstrates patience, empathy, and professionalism in every interaction.
• Monitor service quality, client satisfaction, and support KPIs; implement improvement initiatives based on feedback and performance data.
• Provide ongoing training and coaching to enhance team members’ soft skills, product knowledge, and regulatory awareness.
• Foster a team-oriented environment that encourages collaboration, accountability, and excellence in service delivery.
• Liaise with internal departments (such as compliance, IT, and operations) to address customer issues and feedback.
• Prepare reports on customer service metrics, trends, and performance insights for senior management.
• Stay updated on industry trends, regulatory changes, and customer care best practices.

Key Skills & Competencies:

• Strong Soft Skills: Empathetic, composed under pressure, approachable.
• Patience & Active Listening: Ability to attentively understand customer concerns and respond appropriately.
• Problem-Solving Ability: Analytical mind-set with a solution-focused approach to client challenges.
• Excellent Communication Skills: Clear, professional, and articulate verbal and written communication.
• Good Manners & Professionalism: Maintains courtesy and respect in all client and team interactions.
• Team Spirit: Works collaboratively with colleagues and fosters a supportive team culture.

Qualifications:

• Master’s degree in Business, Finance, or related field.
• Minimum 3-5 years of experience in customer service, preferably within a stock broking or financial services firm.
• Prior experience in a leadership or managerial role is highly preferred.
• Good Command over English & Hindi (Written & Verbally)
• Familiarity with trading platforms, financial products, and regulatory frameworks (SEBI guidelines, etc.) is a plus.

Job Type: Full-time

Pay: ₹45,000.00 - ₹50,000.00 per month

Benefits:

• Health insurance
• Paid sick time
• Provident Fund

Education:

• Master's (Preferred)

Experience:

• Customer support: 3 years (Preferred)

Language:

• English (Preferred)
• Hindi (Preferred)

Work Location: In person