Customer Care Manager

Job Purpose:

To lead the customer care team and ensure excellent service delivery by resolving customer complaints, improving satisfaction levels, and maintaining long-term customer relationships that support business growth.

Key Responsibilities:

• Customer Service Management:
• Oversee all customer service activities and ensure prompt resolution of customer issues and queries.
• Monitor customer satisfaction metrics (e.g., CSI/SSI scores) and implement improvement plans.
• Ensure high levels of customer retention and loyalty through proactive support.
• Complaint Handling & Resolution:
• Investigate and resolve customer complaints in coordination with relevant departments (service, sales, billing, etc.).
• Maintain records of customer feedback and complaints for analysis and reporting.
• Team Supervision:
• Lead, train, and motivate the customer care team to deliver exceptional service.
• Conduct regular performance reviews and provide coaching as needed.
• Customer Communication:
• Ensure professional and courteous communication with customers across all channels (phone, email, in-person).
• Develop and implement customer follow-up and feedback collection processes.
• Reporting & Analysis:
• Prepare daily, weekly, and monthly reports on customer service KPIs, complaints, and feedback trends.
• Analyze data to identify recurring issues and drive service improvements.
• Process Improvement:
• Review existing customer service processes and suggest improvements to enhance efficiency and service quality.
• Implement service standards and ensure adherence to company policies.
• Coordination & Collaboration:
• Work closely with service advisors, technical teams, and sales staff to ensure seamless customer experience.
• Liaise with senior management on escalated issues and customer experience strategies.

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹25,000.00 per month

Benefits:

• Health insurance
• Paid sick time
• Provident Fund

Education:

• Bachelor's (Preferred)

Experience:

• 10 key typing: 5 years (Preferred)

Work Location: In person