Customer Care Manager

About the Company

The Professional Couriers Network Limited is one of India’s leading courier and logistics companies, committed to providing reliable, efficient, and customer-focused delivery services across the nation. We are looking for an experienced Customer Care Manager to lead our customer service operations in Kolkata.

Job Summary

The Customer Care Manager will manage the customer support team, handle escalations, ensure smooth resolution of customer issues, and maintain a high level of satisfaction for both retail and corporate clients. The ideal candidate must have at least 5 years of customer care experience, preferably in the courier or logistics sector.

Responsibilities

• Supervise and lead a team of customer care executives.
• Oversee daily customer service operations – calls, emails, and walk-ins.
• Ensure timely resolution of shipment, delivery, and claim-related queries.
• Handle escalated customer complaints and coordinate with operations teams for solutions.
• Implement and maintain customer service SOPs and quality standards.
• Prepare and analyze MIS reports on calls, complaints, and service performance.
• Coordinate with branch offices, hubs, and franchise partners to ensure smooth service.
• Conduct regular team meetings and performance reviews.
• Build and maintain positive relationships with key customers and corporate clients.

Requirements

• Graduate in any discipline (preferably Business Administration / Logistics).
• Minimum 5 years of experience in customer care, preferably in courier or logistics industry.
• Strong leadership and communication skills.
• Proficient in MS Excel, CRM tools, and courier tracking software.
• Problem-solving mindset with focus on customer satisfaction.
• Fluency in English, Hindi, and Bengali preferred.

Benefits

• Competitive salary based on experience (₹25,000 – ₹30,000/month).
• Opportunity to work with a reputed national courier brand.
• On-the-job training and growth opportunities.

Job Types: Full-time, Permanent

Pay: ₹25,000.00 - ₹30,000.00 per month

Benefits:

• Cell phone reimbursement
• Leave encashment
• Paid time off
• Provident Fund

Work Location: In person