Manager, Customer Care

Description

We are seeking a proactive and experienced Manager, Customer Care to lead our customer service team in India. The ideal candidate will have a passion for customer satisfaction and a proven track record of improving service delivery. You will be responsible for managing the daily operations of the customer care team and ensuring exceptional service to our clients.

Responsibilities

• Oversee daily operations of the customer care team to ensure high-quality service delivery.
• Monitor and evaluate team performance against KPIs and customer satisfaction metrics.
• Develop and implement customer service policies and procedures to enhance customer experience.
• Train, mentor, and support team members to improve their skills and performance.
• Handle complex customer inquiries and resolve escalated issues in a timely manner.
• Analyze customer feedback and suggest improvements to service offerings.
• Collaborate with other departments to ensure consistent customer experience across all touchpoints.

Skills and Qualifications

• Bachelor's degree in Business Administration, Communications, or a related field.
• 1-2 years of experience in customer service management or a similar role.
• Strong understanding of customer care metrics and performance analysis.
• Proficient in customer relationship management (CRM) software.
• Excellent communication and interpersonal skills.
• Ability to lead and motivate a team effectively.
• Strong problem-solving skills and a customer-oriented mindset.
• Familiarity with customer service tools and technologies.