Customer Care Manager

2 days ago

Bengaluru, Karnataka, India TITAN COMPANY Full time ₹ 1,20,000 - ₹ 3,60,000 per year

Job Requirements

Company Name: Titan

Job Title: Customer Care Manager - Communication & Benchmarking

Job Type: Regular/Permanent

Job Category: Jewellery-SMR

Department: Retailing-Tanishq

Location: Bengaluru, Karnataka, India

Job Requirements

  • Develop and administer communication channels with Tanishq to manager her non-sale journey with the business.
  • Evolve customer propensity-based resolution mechanism basis identified parameters.
  • Convert negative descriptive GMB ratings and Detractors into formal tickets and pursue closures Run win-back campaigns for no Purple unhappy customers in coordination with the Retail team.
  • Coordinate with L&D and CEEs to cascade resolution incidences with wider relevance with an aim to educate and prevent.
  • Develop customer sensitivity indicators in CRM basis escalations, exceptions, SMT connect etc.
  • Benchmark best practices inside and outside TCL and integrate them in Tanishq Care.
  • Work closely with Complaints' Administrator in developing and rolling out training and induction SOPs.

If you are a customer-centric individual with a passion for delivering exceptional service, we would love to hear from you. Apply now to join our team at Titan as the Customer Care Manager for our Jewellery-SMR division.

Work Experience

Education: Bachelor's degree in marketing, Communications, Business Administration, or a related field.

Experience: 5+ years of experience in customer engagement, marketing, or a related role, with at least 2 years in a managerial capacity.

Required Skills:

  • Strong analytical skills and experience with data-driven decision-making.
  • Excellent verbal and written communication skills.
  • Proficiency in CRM and marketing automation tools.
  • Ability to work collaboratively across departments and manage multiple projects simultaneously

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