Job Summary
We are looking for a proactive and customer-focused Customer Care Manager to lead and manage our customer support team. The ideal candidate will ensure excellent customer experience, handle escalations efficiently, and build strong processes to improve service quality.
Key Responsibilities
- Manage and supervise the customer care team (calls, chats, emails)
- Ensure timely resolution of customer queries, complaints, and escalations
- Monitor team performance and maintain service quality standards
- Develop and implement customer service processes and SOPs
- Train and guide team members to improve communication and problem-solving skills
- Handle critical customer issues and ensure satisfactory resolution
- Analyze customer feedback and suggest improvements
- Coordinate with internal departments (sales, logistics, operations)
- Maintain reports on customer issues, response time, and resolution metrics
Required Skills & Qualifications
- Bachelor’s degree in any field
- 2–5 years of experience in customer support/customer service
- Experience in team handling or leadership role preferred
- Excellent communication skills (Hindi + English, Gujarati is a plus)
- Strong problem-solving and decision-making ability
- Ability to handle pressure and manage multiple tasks
Preferred Skills
- Experience in e-commerce or retail industry
- Knowledge of CRM tools (Zoho, Freshdesk, etc.)
- Understanding of customer satisfaction metrics (CSAT, TAT, etc.)
Key Competencies
- Leadership & Team Management
- Customer-Centric Approach
- Conflict Resolution
- Time Management
- Analytical Thinking
Salary & Benefits
- Competitive salary (based on experience)
- Growth opportunities in a fast-growing company
- Dynamic and supportive work environment
Pay: ₹20,000.00 - ₹40,000.00 per month
Benefits:
- Cell phone reimbursement
- Commuter assistance
- Internet reimbursement
Work Location: In person
