Customer Care Manager
7 days ago
Job Summary:
We are seeking a highly motivated and customer-centric Customer Care Manager to lead and enhance our client service operations within the dynamic environment of a stock broking firm. The ideal candidate will possess strong soft skills, patience, active listening, and a problem-solving mind-set. They will be responsible for managing a team of support representatives, resolving client issues, and ensuring a seamless and satisfying client experience.
Key Responsibilities:
- Oversee the daily operations of the customer care team, ensuring prompt and accurate resolution of client queries related to stock broking services, trading platforms, account management, and compliance.
- Act as an escalation point for complex or unresolved customer issues.
- Ensure the team demonstrates patience, empathy, and professionalism in every interaction.
- Monitor service quality, client satisfaction, and support KPIs; implement improvement initiatives based on feedback and performance data.
- Provide ongoing training and coaching to enhance team members' soft skills, product knowledge, and regulatory awareness.
- Foster a team-oriented environment that encourages collaboration, accountability, and excellence in service delivery.
- Liaise with internal departments (such as compliance, IT, and operations) to address customer issues and feedback.
- Prepare reports on customer service metrics, trends, and performance insights for senior management.
- Stay updated on industry trends, regulatory changes, and customer care best practices.
Key Skills & Competencies:
- Strong Soft Skills: Empathetic, composed under pressure, approachable.
- Patience & Active Listening: Ability to attentively understand customer concerns and respond appropriately.
- Problem-Solving Ability: Analytical mind-set with a solution-focused approach to client challenges.
- Excellent Communication Skills: Clear, professional, and articulate verbal and written communication.
- Good Manners & Professionalism: Maintains courtesy and respect in all client and team interactions.
- Team Spirit: Works collaboratively with colleagues and fosters a supportive team culture.
Qualifications:
- Master's degree in Business, Finance, or related field.
- Minimum 3-5 years of experience in customer service, preferably within a stock broking or financial services firm.
- Prior experience in a leadership or managerial role is highly preferred.
- Good Command over English & Hindi (Written & Verbally)
- Familiarity with trading platforms, financial products, and regulatory frameworks (SEBI guidelines, etc.) is a plus.
Job Type: Full-time
Pay: ₹45, ₹50,000.00 per month
Benefits:
- Health insurance
- Paid sick time
- Provident Fund
Education:
- Master's (Preferred)
Experience:
- Customer support: 3 years (Preferred)
Language:
- English (Preferred)
- Hindi (Preferred)
Work Location: In person
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