We Are Hiring!
CUSTOMER CARE MANAGER (Male)
Experience: 4 years
Qualification: Diploma / B Tech
Salary : 20k + Incentive (Negotiable)
Location : Irinjalakuda (Thrissur)
Job Description:
We are seeking an experienced and dedicated Customer Care Manager to join our team in Irinjalakuda, Thrissur. The ideal candidate will have 4 years of experience in customer service management, with a strong background in overseeing customer support operations. This role involves managing the customer care team, ensuring exceptional service delivery, and driving customer satisfaction.
Key Responsibilities:
- Customer Care Management:
- Oversee daily operations of the customer care department.
- Develop and implement strategies to enhance customer service and satisfaction.
- Monitor and evaluate the performance of customer care representatives.
- Team Leadership and Training:
- Lead, mentor, and motivate the customer care team to achieve performance goals.
- Conduct regular training sessions to improve team skills and service quality.
- Address and resolve any personnel issues or conflicts within the team.
- Customer Interaction and Issue Resolution:
- Handle complex customer inquiries, complaints, and escalations effectively.
- Ensure timely and accurate resolution of customer issues.
- Develop and maintain strong relationships with key customers.
- Performance Monitoring and Reporting:
- Analyze customer service metrics and KPIs to assess team performance.
- Prepare and present regular reports on customer care activities and outcomes.
- Identify trends and areas for improvement based on customer feedback and service data.
- Process Improvement:
- Continuously review and refine customer care processes to enhance efficiency and effectiveness.
- Implement best practices and innovative solutions to improve service delivery.
- Ensure compliance with company policies and industry regulations.
- Administrative Duties:
- Maintain accurate records of customer interactions and service issues.
- Coordinate with other departments to ensure a seamless customer experience.
- Manage customer care budgets and resources effectively.
Requirements
- Proven experience in customer service management or a similar role.
- Strong leadership and team management skills.
- Excellent communication, problem-solving, and interpersonal skills.
- Ability to handle high-pressure situations and resolve conflicts effectively.
- Proficiency in customer service software and MS Office Suite.
- Analytical skills with the ability to use data to drive decisions.
Qualifications:
- Diploma or B.Tech in a relevant field from a recognized institution.
- 4 years of experience in customer service management or related roles.
Benefits
- Competitive salary of 20,000 per month plus performance-based incentives.
- Opportunity to work with a dynamic team in a reputable organization.
- Career growth and professional development opportunities.
- Comprehensive training and support provided.
