Customer Care Operations Manager

2 days ago


Hubli, Karnataka, India beBeeCustomer Full time ₹ 8,00,000 - ₹ 12,00,000
Customer Care Operations Manager

 

  • Overseeing customer care operations involves managing teams, ensuring high-quality service, resolving complex issues, and supervising staff.
  • Key responsibilities include team management, customer issue resolution, process improvement, performance monitoring, and customer relationship management.

 

Key Responsibilities:
  1. Team Management:
  • Supervise and lead a team of customer care representatives by training, coaching, and guiding them to ensure excellent customer service.
  • Monitor team performance, track key metrics such as customer satisfaction, response times, and issue resolution rates.
Customer Issue Resolution:
  • Handle complex customer issues and escalations requiring senior-level intervention.
  • Resolve complaints, provide solutions, and ensure customer satisfaction.
Process Improvement:
  • Identify areas for improvement within the customer care department.
  • Streamline processes, implement new technologies or tools, and enhance the overall customer experience.
Performance Monitoring:
  • Track team performance, including customer satisfaction, response times, and issue resolution rates.
  • Provide regular feedback and performance evaluations.
Customer Relationship Management:
  • Build and maintain positive relationships with key customers.
  • Address customer concerns and meet their needs.
Reporting:
  • Prepare reports and presentations on customer care metrics, team performance, and customer feedback.
  • Share this information with senior management to guide decision-making and strategic planning.
Training and Development:
  • Identify training needs within the customer care team.
  • Coordinate training programs to enhance staff skills and knowledge.
Collaboration:
  • Work with other departments, such as sales, marketing, and product development.
  • Gather feedback, address customer pain points, and improve overall customer satisfaction.

 



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