Customer Care Manager

Key Responsibilities

1. Customer Service Operations

Oversee daily operations of the customer care department.

Ensure timely and effective handling of customer queries, complaints, and feedback.

Implement service standards and monitor adherence to company policies.

2. Team Leadership & Development

Manage, mentor, and motivate the customer care team to achieve performance targets.

Conduct regular training sessions to enhance product knowledge, communication, and problem-solving skills.

Monitor team performance and provide coaching, guidance, and performance reviews.

3. Customer Experience & Satisfaction

Develop and implement strategies to improve customer satisfaction and retention.

Handle escalated customer issues and resolve them effectively.

Analyze customer feedback and complaints to identify service improvement opportunities.

4. Coordination & Reporting

Coordinate with sales, service, and operations teams to ensure seamless customer support.

Prepare and present regular reports on customer care performance, complaint trends, and resolutions.

Maintain proper documentation and ensure CRM/customer database accuracy.

5. Process Improvement

Identify gaps in service delivery and recommend process enhancements.

Implement automation, digital tools, or self-service options to improve efficiency.

Benchmark customer care practices against industry standards.