Customer Care Manager

Position: Customer Care Manager

Key Responsibilities

• Project Planning and Execution: The Automobile Customer Care Manager is responsible for planning and executing customer care projects, ensuring timely delivery and high-quality service to meet customer expectations.
• Problem-Solving and Decision-Making: This role involves identifying customer issues, analyzing root causes, and making informed decisions to resolve issues effectively while maintaining customer satisfaction.
• Collaboration with Cross-Functional Teams: The Customer Care Manager collaborates with departments like sales, marketing, and operations to streamline processes, improve service delivery, and enhance the overall customer experience.
• Leadership and Mentorship: Leading a team of customer care representatives, the manager provides guidance, support, and mentorship to ensure the team delivers exceptional service and achieves performance targets.
• Process Improvement and Innovation: Continuously evaluate and enhance customer care processes, implementing innovative solutions to drive efficiency, productivity, and customer satisfaction.
• Technical or Customer-Facing Responsibilities: Engage directly with customers to address complex issues, provide product support, and ensure a seamless customer journey through various touchpoints.

Required Skills And Qualifications

• Technical Skills: Proficiency in CRM software, ticketing systems, data analysis tools, Microsoft Office suite, and social media platforms for customer engagement.
• Educational Requirements: Bachelor’s degree in Business Administration, Marketing, or related field. Certifications in Customer Relationship Management (CRM) are a plus.
• Experience Level: Minimum of 3 years in customer service roles, preferably in the automotive industry. Experience in managing customer care teams is highly desirable.
• Soft Skills: Excellent communication skills, problem-solving abilities, adaptability to changing environments, leadership qualities, and a customer-centric approach.
• Industry Knowledge: In-depth understanding of automotive products, services, industry regulations, and customer service best practices.

Preferred Qualifications

• Experience in leading customer care teams in reputable automotive companies.
• Holding advanced certifications in customer service management or related fields.
• Familiarity with AI tools for customer service automation and predictive analytics.
• Demonstrated success in scaling customer care operations and implementing process improvements.
• Active participation in automotive industry conferences and publications.
• Proficiency in a foreign language for enhanced global customer interactions.

Job Type: Full-time

Pay: ₹13,873.64 - ₹30,196.21 per month

Benefits:

• Cell phone reimbursement
• Paid sick time
• Paid time off
• Provident Fund