Customer care manager

Customer Care Manager Job Summary We are looking for an experienced and customer-focused Customer Care Manager to lead our customer service team, ensure high-quality customer support, and drive customer satisfaction and retention. The ideal candidate will have strong communication, team-management, problem-solving, and customer relationship skills. Key Responsibilities Manage, coach, and motivate the customer care team to achieve service and performance targets. Monitor customer interactions through calls, emails, chats, and other support channels. Ensure timely resolution of customer queries, complaints, and escalations. Develop and implement customer service processes, SOPs, and quality standards. Track key performance indicators such as response time, resolution time, CSAT, and complaint resolution. Handle critical or high-value customer escalations professionally. Analyze customer feedback and identify recurring issues and improvement opportunities. Coordinate with Sales, Operations, Product, Finance, and other departments to resolve customer concerns. Prepare and present regular customer service performance reports to management. Conduct team training, performance reviews, and coaching sessions. Maintain accurate customer records and ensure compliance with company policies. Identify opportunities to improve customer experience, retention, and loyalty. Requirements Bachelor’s degree in Business Administration, Management, or a related field. 3–7 years of experience in customer service/customer care, preferably with team-management experience. Excellent verbal and written communication skills. Strong leadership, interpersonal, and conflict-resolution abilities. Good analytical and problem-solving skills. Ability to work under pressure and manage multiple priorities. Proficiency in CRM systems, MS Office/Google Workspace, and customer-support tools. Strong customer orientation and attention to detail. Key Performance Indicators (KPIs) Customer Satisfaction (CSAT) Customer Retention First Response Time Average Resolution Time First Contact Resolution (FCR) Complaint/Escalation Resolution Rate Team Productivity and Quality Scores Preferred Skills CRM and ticketing-system experience Data and performance-reporting skills Team leadership and coaching Process improvement Customer relationship management Escalation management​

Pay: ₹18,000.00 - ₹30,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Internet reimbursement
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person