Senior Manager - Global Customer Care

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5 - 10 years

2 - 15 Lacs

bengaluru karnataka india

Posted:5 days ago| Platform: Foundit logo

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Skills Required

crm systems data analysis process improvement customer retention

Work Mode

On-site

Job Type

Full Time

Job Description

Description

The Senior Manager - Global Customer Care will oversee the customer care operations across multiple regions, ensuring that our customers receive exceptional service. This role requires a strategic leader who can drive initiatives to enhance customer experience and manage a diverse team effectively.

Responsibilities

Lead and manage the global customer care team to ensure excellent service delivery.
Develop and implement customer care strategies that enhance customer satisfaction and retention.
Monitor and analyze customer service metrics to improve processes and outcomes.
Collaborate with cross-functional teams to address customer feedback and issues effectively.
Train and mentor team members to enhance their skills and performance.
Create and maintain customer care policies and procedures to ensure consistency and quality.
Manage escalated customer complaints and resolve them in a timely manner.

Skills and Qualifications

Bachelor's degree in Business Administration, Management, or a related field.
5-10 years of experience in customer service management or a related field.
Strong leadership and team management skills.
Excellent verbal and written communication skills.
Proficiency in CRM software and customer service tools.
Analytical skills to assess metrics and identify areas for improvement.
Ability to work in a fast-paced, dynamic environment.

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