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Mycityband
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Manager - Customer Care

Manager - Customer Care

2 - 3 years

|

3 - 10 Lacs

surat gujarat india

Posted:1 month ago| Platform: Foundit logo

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Skills Required

customer relationship management (crm) software csat

Work Mode

On-site

Job Type

Full Time

Job Description

We are seeking a Manager Customer Care to lead and optimize our customer support operations. The ideal candidate will drive service excellence, manage a high-performing team, and ensure customer satisfaction and retention while aligning with the company's business objectives.

Key Responsibilities

Lead, mentor, and supervise the customer care team to deliver outstanding service.
Develop and implement customer service policies, procedures, and standards.
Handle escalated customer queries and resolve issues promptly and effectively.
Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
Collaborate with sales, operations, and product teams to improve customer experience.
Conduct regular team performance reviews and provide training or coaching where necessary.
Analyze customer feedback and trends to recommend process improvements.
Prepare and present monthly reports on customer service performance and insights to senior management.
Ensure compliance with company policies, data protection, and industry regulations.
Drive initiatives to increase customer loyalty and retention.

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