Customer Care Officer

6 days ago

Rajkot Gujarat, India Gambit Full time

We are seeking a proactive and experienced **Customer Care Officer** to lead our team of Customer Care Executives in delivering exceptional service to our customers. As part of a fast-growing e-commerce service provider, you will play a critical role in ensuring smooth operations, maintaining high customer satisfaction, and driving continuous improvement in customer service processes.

Key Responsibilities
- **Team Leadership & Management**:

- Supervise, guide, and motivate a team of Customer Care Executives.
- Allocate tasks, monitor performance, and ensure adherence to service standards and SLAs.
- Conduct regular training sessions to enhance product knowledge, communication, and customer handling skills.
- **Customer Support Oversight**:

- Handle escalated issues professionally and ensure satisfactory closure.
- Monitor customer feedback and identify areas of service improvement.
- **Process & Performance Management**:

- Track team KPIs, such as response time, resolution time, CSAT, and NPS.
- Implement quality assurance practices to ensure service excellence.
- Develop and refine customer care processes, FAQs, and SOPs to improve efficiency.
- **Collaboration & Reporting**:

- Coordinate with operations, logistics, sales, and technology teams to resolve cross-functional issues impacting customers.
- Prepare periodic reports on customer service performance and share insights with senior management.
- Provide recommendations for technology and process improvements to enhance the customer journey.

Pay: ₹15,000.00 - ₹20,000.00 per month

**Experience**:

- customer support: 2 years (required)

**Language**:

- Hindi (preferred)
- English (required)

Work Location: In person

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