Telesales Customer Care Manager

Job Overview

We are looking for a customer-focused and proactive Customer Care Manager to manage customer queries, complaints, escalations, and overall customer experience. The ideal candidate should have excellent communication and problem-solving skills, a positive attitude, and the ability to coordinate with internal teams to ensure timely resolution of customer concerns.

Candidates with 0–5 years of experience in customer service, customer support, telesales, BPO, hospitality, retail, or a similar customer-facing role can apply. Freshers with exceptional communication and interpersonal skills may also be considered for entry-level opportunities.

Key Responsibilities

• Handle customer queries and complaints through phone, email, WhatsApp, chat, and other communication channels.

• Ensure timely and accurate resolution of customer issues while maintaining a positive customer experience.

• Take ownership of escalated customer complaints and coordinate with relevant departments for resolution.

• Follow up with customers to ensure issues are completely resolved and customer satisfaction is maintained.

• Maintain accurate records of customer interactions, complaints, resolutions, and feedback.

• Monitor customer satisfaction, response time, resolution time, and other customer service KPIs.

• Coordinate with Sales, Operations, Technical, Accounts, Logistics, and other teams to resolve customer concerns.

• Identify recurring customer issues and suggest process improvements to reduce complaints.

• Assist in training, coaching, and guiding customer care executives/team members.

• Monitor team performance and ensure adherence to company policies, processes, and service standards.

• Prepare daily/weekly/monthly reports related to customer complaints, resolution status, and team performance.

• Maintain strong customer relationships and support customer retention initiatives.

• Ensure professional and courteous communication with customers at all times.

• Support management in implementing customer service policies, SOPs, and improvement initiatives.

Required Skills

• Excellent verbal and written communication skills.

• Strong customer-handling and relationship-management skills.

• Good problem-solving and conflict-resolution abilities.

• Ability to handle difficult or irate customers calmly and professionally.

• Good follow-up and coordination skills.

• Strong ownership and accountability.

• Ability to multitask and prioritize work.

• Basic knowledge of CRM software, MS Excel, Google Sheets, or customer support tools.

• Good analytical and reporting skills.

• Team-management and leadership skills will be an advantage.

Educational Qualification

• Graduate in any discipline preferred.

• Diploma/12th pass candidates with relevant customer service experience may also be considered.

Experience Criteria

0–2 Years: Customer Care Executive / Customer Support Executive / Relationship Executive / Front Office / BPO experience.

2–5 Years: Customer Care Executive, Senior Customer Support Executive, Team Leader, Customer Relationship Executive, or similar customer-facing experience.

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)

• First Response Time

• Average Resolution Time

• First Contact Resolution (FCR)

• Complaint Resolution Rate

• Customer Retention

• Escalation Rate

• Team Productivity

• Quality/Call Monitoring Score

• Customer Feedback

Preferred Candidate Profile

• Customer-oriented and patient personality.

• Confident communicator with a professional approach.

• Comfortable working in a fast-paced environment.

• Strong ownership of customer issues from start to resolution.

• Ability to work independently as well as with cross-functional teams.

• Willingness to learn company products, services, and processes quickly

• It is a Full Time Telesales / Telemarketing job for candidates with 0 - 5 years of experience.