Manager - Customer Care

Cleartrip Private Limited is looking for Manager - Customer Care to join our dynamic team and embark on a rewarding career journey.
As the Manager of Customer Care, you will oversee the customer service operations to ensure an exceptional level of customer satisfaction. You will lead a team of customer service representatives, establish and maintain customer service standards, and implement strategies to enhance the overall customer experience. The ideal candidate will have excellent communication skills, leadership abilities, and a passion for delivering top - notch customer service. Responsibilities : Team Leadership : Recruit, train, and mentor a team of customer service representatives. Provide ongoing coaching and feedback to team members to ensure optimal performance. Foster a positive and collaborative work environment to encourage employee engagement and retention. Customer Service Management : Develop and implement customer service policies, procedures, and standards. Monitor and evaluate customer service metrics to identify areas for improvement. Address escalated customer inquiries or complaints in a timely and professional manner. Customer Experience Enhancement : Collaborate with other departments to improve overall customer experience. Implement strategies to enhance customer satisfaction and loyalty. Stay updated on industry trends and best practices in customer service management. Performance Analysis : Analyze customer feedback and survey data to identify trends and opportunities for improvement. Generate reports and present findings to senior management. Develop and implement action plans based on performance metrics to drive continuous improvement. Process Improvement : Identify inefficiencies in customer service processes and implement solutions to streamline operations. Work cross - functionally to develop and implement new tools or technologies to enhance customer service delivery.