Core Responsibilities
- Team Leadership: Recruit, train, and mentor customer care representatives. Set performance goals, conduct regular evaluations, and foster a highly motivated team environment. [1, 2, 3, 4]
- Escalation Management: Take ownership of complex customer issues or complaints that bypass front-line staff, working with cross-functional departments to negotiate mutually beneficial solutions. [1, 2]
- Quality Assurance: Monitor and analyze Service Level Agreements (SLAs) and KPIs like First Call Resolution (FCR) and Customer Satisfaction (CSAT). Establish and implement service policies and standards. [1, 2, 3]
- Customer Experience (CX) Strategy: Analyze customer feedback, identify common pain points, and collaborate with sales and product teams to improve business practices and offerings. [1, 2, 3, 4]
- Operational Oversight: Manage the department budget, optimize scheduling, and ensure the team is equipped with the right Customer Relationship Management (CRM) tools.
Pay: ₹11,844.93 - ₹35,000.00 per month
Benefits:
Work Location: In person
