Customer Care Officer

2 days ago

Rajkot, Gujarat, India Gambit Full time ₹ 1,80,000 - ₹ 2,40,000 per year

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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