Customer Service Director

6 days ago


Delhi, Delhi, India Zeca Tech Full time
About the Role

We are seeking a highly skilled Customer Care Manager to join our team at Zeca Tech. As a key member of our customer service team, you will play a vital role in ensuring exceptional customer satisfaction and retention.

Key Responsibilities
  • Lead and manage a high-performing customer service team to deliver outstanding service and support
  • Develop and implement customer care strategies to drive customer loyalty and retention
  • Handle complex customer escalations and complaints in a professional and timely manner
  • Collaborate with cross-functional teams to ensure seamless customer experiences
  • Train, coach, and mentor customer service representatives to enhance their skills and knowledge
  • Act as a point of contact for key customers and build strong relationships
  • Oversee the implementation of customer service technologies and tools to improve efficiency and effectiveness
  • Monitor and analyze customer service performance metrics to identify areas for improvement
  • Stay up-to-date with industry best practices and trends in customer care
Requirements
  • Bachelor's degree in Business Administration, Marketing, or a relevant field
  • Proven experience as a Customer Care Manager or similar role
  • Demonstrated expertise in customer service and complaint handling
  • Strong leadership and team management skills
  • Excellent communication and interpersonal abilities
  • Ability to solve problems efficiently and maintain composure in high-pressure situations
  • Proficiency in CRM systems and customer service software
  • Solid understanding of customer service principles and practices
  • Ability to analyze and interpret customer service metrics
  • Proven track record of implementing customer service improvements
  • Good knowledge of data protection regulations and ethical customer engagement
  • Exceptional organizational and multitasking abilities
  • Ability to work effectively with cross-functional teams

team management, communication, customer service, customer satisfaction, complaint handling, leadership, cross-functional teams, customer service software, customer care strategies, CRM systems, multitasking, data protection regulations



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