Job Description :
- Lead and manage a team of customer support executives handling IVR calls (inbound & outbound)
- Ensure timely call resolution and claim settlements within defined SLAs/TAT
- Coordinate daily with CS teams, technicians, management, and support functions
- Handle escalations and resolve customer complaints with priority
- Monitor customer interactions across channels (calls, email, SMS, WhatsApp, social media)
- Track KPIs (AHT, ageing cases, FCR) and generate performance reports
- Analyze customer feedback and identify improvement areas
- Ensure technician visits, closures, and service quality standards are met
- Maintain strong relationships with clients and service centers
- Oversee communication updates and timely email responses
- Prepare daily payment lists for service centers (visits, parts, logistics)
- Identify process gaps and implement improvements to enhance customer satisfaction
- Provide feedback and development support to team members
Pay: ₹25,000.00 - ₹40,000.00 per month
Education:
Experience:
- Customer Care Executive: 3 years (Required)
Language:
Location:
- Jogeshwari East, Mumbai, Maharashtra (Preferred)
Work Location: In person
