Work from Office
Full Time
Key Responsibilities:
Lead, mentor, and manage the customer care team to deliver high-quality service.
Develop and implement customer service policies, standards, and procedures.
Monitor performance metrics and ensure targets are achieved.
Handle escalated customer queries and resolve complaints effectively.
Conduct training sessions to improve team skills in communication and service delivery.
Coordinate with cross-functional teams (sales, operations, technical support) to resolve customer issues.
Analyze customer feedback and data to suggest process improvements.
Prepare regular reports on team performance and customer satisfaction.
Ensure compliance with company guidelines and regulatory requirements.
Key Skills & Competencies:
Strong leadership and people management skills.
Excellent communication and interpersonal abilities.
Problem-solving and conflict resolution skills.
Ability to work under pressure and manage multiple priorities.
Proficiency in CRM tools, MS Office, and reporting dashboards.
Customer-focused with a positive attitude.
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