Manager, Customer Care

1 day ago

Bengaluru, India Toast Full time

Job Description

Description

We are seeking a proactive and experienced Manager, Customer Care to lead our customer service team in India. The ideal candidate will have a passion for customer satisfaction and a proven track record of improving service delivery. You will be responsible for managing the daily operations of the customer care team and ensuring exceptional service to our clients.

Responsibilities

- Oversee daily operations of the customer care team to ensure high-quality service delivery.
- Monitor and evaluate team performance against KPIs and customer satisfaction metrics.
- Develop and implement customer service policies and procedures to enhance customer experience.
- Train, mentor, and support team members to improve their skills and performance.
- Handle complex customer inquiries and resolve escalated issues in a timely manner.
- Analyze customer feedback and suggest improvements to service offerings.
- Collaborate with other departments to ensure consistent customer experience across all touchpoints.

Skills and Qualifications

- Bachelor's degree in Business Administration, Communications, or a related field.
- 1-2 years of experience in customer service management or a similar role.
- Strong understanding of customer care metrics and performance analysis.
- Proficient in customer relationship management (CRM) software.
- Excellent communication and interpersonal skills.
- Ability to lead and motivate a team effectively.
- Strong problem-solving skills and a customer-oriented mindset.
- Familiarity with customer service tools and technologies.

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