Manager, Customer Care

Description

We are seeking a dynamic and experienced Manager, Customer Care to lead our customer service team in India. The ideal candidate will be responsible for overseeing the operations of the customer care department, ensuring that our customers receive exceptional service. This role requires a strategic thinker with a passion for customer satisfaction and a proven track record in managing teams.

Responsibilities

• Lead and manage the customer care team to ensure high-quality service delivery.
• Develop and implement customer care policies and procedures to enhance customer experience.
• Monitor and analyze key performance metrics to drive improvements in service efficiency.
• Handle escalated customer issues and provide effective solutions in a timely manner.
• Train, mentor, and support team members to foster a high-performance culture.
• Collaborate with other departments to align customer care strategies with overall company objectives.
• Prepare regular reports on customer care performance and present insights to senior management.

Skills and Qualifications

• 6-8 years of experience in customer care management or a related field.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficient in customer relationship management (CRM) software and tools.
• Ability to analyze data and derive actionable insights for process improvement.
• Strong problem-solving skills and ability to handle difficult situations with diplomacy.
• Experience in developing training programs and materials for staff development.