Customer Care Manager

Job Description:

We are looking for an experienced Customer Care Manager to lead and manage our customer support team. The ideal candidate will be responsible for ensuring excellent customer service, improving customer satisfaction, and maintaining efficient support operations.

Key Responsibilities:

• Manage daily operations of the customer care / support team

• Lead, motivate, and train customer service executives

• Handle customer escalations and ensure timely resolution

• Monitor team performance, KPIs, SLAs, and customer satisfaction scores

• Develop and implement customer service policies and procedures

• Ensure high-quality customer interaction across calls, emails, and chats

• Coordinate with internal departments to resolve customer issues

• Prepare daily, weekly, and monthly performance reports

• Identify process gaps and suggest service improvement initiatives

• Maintain compliance with company policies and regulatory guidelines

Required Skills & Qualifications:

• Bachelor’s degree in any discipline (MBA preferred)

• 4–8 years of experience in customer service / customer support

• Minimum 2 years of experience in a team handling or managerial role

• Excellent communication and interpersonal skills

• Strong problem-solving and decision-making abilities

• Proficiency in CRM tools and MS Office

• Ability to manage pressure and meet deadlines

Preferred Skills:

• Experience in BPO / BFSI / E-commerce / Service Industry

• Knowledge of customer experience management

• Strong leadership and people management skills

Key Performance Indicators (KPIs):

• Customer Satisfaction (CSAT)

• First Call Resolution (FCR)

• Average Handling Time (AHT)

• Team Productivity and Attrition

• It is a Full Time Customer Support / TeleCaller job for candidates with 4 - 6 years of experience.