Customer Care Manager

Role Overview

We are seeking an experienced Customer Care Manager to oversee all customer service activities and ensure exceptional customer engagement through social media, website support, calls, and WhatsApp communications. The manager will be responsible for leading a team of executives, maintaining quality in customer interactions, and improving customer satisfaction and retention across various platforms.

Key Responsibilities

• Manage and supervise the team handling Instagram page comments and direct messages to guarantee daily responses to all customer queries.
• Track Instagram-generated leads and ensure consistent follow-ups to convert them into sales while upholding proper response quality and brand consistency.
• Oversee the executive responsible for website support, focusing on sales inquiries, returns, and complaint handling, ensuring issues are resolved promptly within predefined timelines.
• Supervise teams managing incoming calls and WhatsApp messages from all official contact numbers, ensuring swift and professional attention to all enquiries and leads.
• Continually monitor call handling efficiency, response times, follow-up actions, and lead conversion effectiveness to avoid missing any lead on any communication platform.
• Regularly review customer care executives’ performance, offering coaching and training as needed to elevate service quality.
• Maintain and deliver daily and weekly reports on key performance metrics including leads received, conversions, response times, and resolved complaints to senior management (GM/AGM level).
• Collaborate closely with sales and operations departments to ensure smooth resolution of customer issues and continuity in service quality.
• Develop and implement processes aimed at boosting operational efficiency and enhancing the overall customer experience.
• Scale existing customer care operations, extending supervisory activities to cover sister companies affiliated with the organization.

Additional Information

The position is based in Bengaluru, Karnataka, India, and offers a monthly salary range of INR 35,000 to 40,000.