
Customer Care Officer
3 days ago
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
- Oversee all customer interactions (calls, emails, chats, social media) to ensure timely and effective resolution of queries and complaints.
- 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.
Job Type: Full-time
Pay: ₹15, ₹20,000.00 per month
Experience:
- customer support: 2 years (Required)
Language:
- Hindi (Preferred)
- English (Required)
Work Location: In person
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