Customer Care Executive, Female

7 days ago

Surat, India Mycityband Full time

Job Description

We are seeking a Customer Care to lead and optimize our customer support operations. The ideal candidate will drive service excellence, manage a high-performing team, and ensure customer satisfaction and retention while aligning with the company's business objectives.

Key Responsibilities

- Lead, mentor, and supervise the customer care team to deliver outstanding service.
- Develop and implement customer service policies, procedures, and standards.
- Handle escalated customer queries and resolve issues promptly and effectively.
- Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
- Collaborate with sales, operations, and product teams to improve customer experience.
- Conduct regular team performance reviews and provide training or coaching where necessary.
- Analyze customer feedback and trends to recommend process improvements.
- Prepare and present monthly reports on customer service performance and insights to senior management.
- Ensure compliance with company policies, data protection, and industry regulations.
- Drive initiatives to increase customer loyalty and retention.

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