Sr. Customer Care Executive

Job Title: Senior Customer Care Executive (Female)

Location: Agra

Department: E-Commerce

Reports To: Head of Department

Job Summary:

We are seeking a dynamic and experienced Senior Customer Care Executive (Female) to lead and manage the customer care team effectively. The ideal candidate should possess strong leadership qualities, excellent communication and customer handling skills, and the ability to prepare, implement, and monitor departmental SOPs. She will play a key role in training, mentoring, and motivating the team to achieve high standards of service and customer satisfaction.

Key Responsibilities:

• Lead, guide, and supervise the customer care team to ensure smooth daily operations.

• Handle escalated customer queries and provide effective resolutions in a professional manner.

• Develop, document, and inculcate Standard Operating Procedures (SOPs) within the department.

• Conduct regular training sessions to enhance team knowledge, communication, and customer service skills.

• Monitor team performance, provide constructive feedback, and drive continuous improvement.

• Motivate the team to achieve set targets, maintain service standards, and deliver exceptional customer experiences.

• Coordinate with other departments to ensure seamless customer service operations.

• Prepare and present reports on customer care performance, challenges, and improvements.

Key Skills & Competencies:

• Strong team leadership and people management skills.

• Excellent verbal and written communication skills.

• Effective customer handling and conflict resolution abilities.

• Ability to prepare, implement, and monitor SOPs.

• Skilled in training, coaching, and motivating teams.

• High sense of responsibility, patience, and problem-solving attitude.

• Ability to work under pressure and handle multiple tasks.

Qualifications & Experience:

• Graduate in any discipline (preferably in Management / Communications).

• Minimum 3–5 years of experience in customer care/customer service roles, with at least 1-2 years in a supervisory/team-leading position.

• Proficiency in MS Office and customer service tools/software.

• Female candidates only.

Job Type: Full-time

Pay: ₹20,000.00 - ₹30,000.00 per month

Work Location: In person