Customer Care Manager

We are seeking a dedicated and experienced Customer Care Manager to lead our customer service team in Maharashtra. The ideal candidate will have a strong background in customer care and support, particularly within the international BPO sector. As a Customer Care Manager, you will be responsible for overseeing the daily operations of the customer service department, ensuring that our team delivers exceptional service to our clients.

Key Responsibilities:

• Manage and mentor a team of customer service representatives, providing guidance and support to enhance their performance.
• Develop and implement customer service policies and procedures to improve efficiency and customer satisfaction.
• Monitor team performance metrics and provide regular feedback to team members.
• Handle escalated customer inquiries and complaints, ensuring timely resolution and maintaining high customer satisfaction levels.
• Collaborate with other departments to ensure a seamless customer experience across all touchpoints.
• Conduct training sessions for new hires and ongoing training for existing staff to keep them updated on best practices and new products.
• Analyze customer feedback and service trends to identify areas for improvement.

Required Skills:

• Proven experience in customer care or customer service management, preferably in an international BPO environment.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to handle high-pressure situations and resolve conflicts effectively.
• Familiarity with customer service software and tools.
• Strong analytical skills to assess performance metrics and customer feedback.

If you are passionate about delivering exceptional customer service and have the experience to lead a dynamic team, we encourage you to apply for this exciting opportunity.