Manager - Customer Care

Job Summary

We are looking for an experienced Customer Care Head to lead and manage the customer care team, ensure excellent customer service, and improve overall customer satisfaction. The person will be responsible for handling customer queries, complaints, service coordination, and team performance.

Key Responsibilities

• Lead and manage the Customer Care team and daily operations.
• Handle escalated customer complaints and ensure timely resolution.
• Monitor customer queries, complaints, service requests, and follow-ups.
• Coordinate with Sales, Service, Technical, Stores, and other departments for customer-related issues.
• Ensure timely installation, service, repair, and after-sales support.
• Maintain proper records of customer complaints, service calls, and their resolution status.
• Monitor team performance and set targets/KPIs for the Customer Care team.
• Train and guide team members to improve customer handling and communication.
• Regularly review pending complaints and ensure timely closure.
• Prepare and share customer care reports with management.
• Identify recurring customer issues and suggest improvements in products and services.
• Ensure professional communication and a positive customer experience.
• Develop and implement processes to improve customer satisfaction and retention.

Required Skills

• Excellent communication and customer-handling skills.
• Strong team management and leadership abilities.
• Good problem-solving and decision-making skills.
• Ability to handle difficult and escalated customers professionally.
• Good knowledge of MS Excel and customer management systems.
• Strong coordination and follow-up skills.
• Ability to work under pressure and meet deadlines.
• Experience in after-sales service/customer support will be preferred.

Qualification

Graduate / MBA in Sales, Marketing, Customer Service, or a related field preferred.

Pay: ₹40,000.00 - ₹60,000.00 per month

Benefits:

• Provident Fund

Work Location: In person