Job Detail

For a leading online store in e-commerce business is looking for:

Job Title: Customer Care Manager (Female only)

Location: Thrissur (Natives only)

Department: Customer Support/Service

Reports To: Operations Head

Salary: Up to 30kpm + profit linked incentives and other statutory benefits

Language: English, Malayalam mandatory. Hindi /Tamil/Kannada will be an added advantage

Interview mode: Face to face at Thrissur

Preferred Immediate joiners or Max. 15 days of notice period.

Job Summary

The Customer Care Manager oversees and directs the customer service team to ensure that customer needs are met and experiences are positive. This role is responsible for setting service standards, managing the customer care team, implementing customer feedback strategies, and handling complex or escalated inquiries. The ideal candidate is empathetic, highly organized, and committed to delivering excellent customer support.

Key Responsibilities

1. Team Leadership:
• Hire, train, and supervise customer care representatives, providing ongoing feedback and performance evaluations.
• Develop and manage work schedules to ensure adequate team coverage.
• Foster a positive work environment focused on customer satisfaction and employee development.
2. Customer Service Operations:
• Oversee the day-to-day operations of the customer service department to ensure timely and accurate resolution of customer inquiries.
• Establish and maintain customer service policies, standards, and procedures.
• Ensure the customer service team follows company guidelines, policies, and best practices for customer interactions.
3. Quality Assurance:
• Implement quality control measures to assess and enhance the team’s service levels, accuracy, and customer interactions.
• Conduct regular customer satisfaction surveys and gather feedback to drive improvements.
• Analyze metrics and KPIs to assess the department’s performance and identify areas for improvement.
4. Escalation Management:
• Handle complex or escalated customer issues, ensuring timely resolution and effective follow-up.
• Act as a liaison between customers and other departments, such as sales, technical support, or logistics, to resolve issues and fulfill customer needs.
5. Process Improvement:
• Continuously evaluate and improve customer service processes to increase efficiency and effectiveness.
• Identify and implement new tools and technologies to enhance the customer experience.
• Collaborate with cross-functional teams to address customer pain points and improve the overall customer journey.
6. Reporting and Analytics:
• Generate and analyze reports on key performance indicators (KPIs) such as response time, resolution time, customer satisfaction, and agent productivity.
• Provide insights and recommendations based on data to drive strategic decision-making and improve the customer experience.

Qualifications

• Education: Bachelor’s degree/ diploma
• Experience: Minimum of 5 years of experience in a customer service role, with at least 2 years in a supervisory or management capacity.
• Skills:
• Strong leadership and interpersonal skills, with the ability to motivate and manage a team.
• Excellent written and verbal communication skills.