Job Description

Duties and Responsibilities

• Oversee the hiring, orienting, and training of customer care staff to ensure a capable workforce
• Develop and implement customer care policies, procedures, and regulations necessary for ensuring a satisfied customer base
• Communicate with customers to identify their need/expectations and make appropriate adjustments to meet those needs
• Follow up customers to ensure they receive optimal value from purchased products/services
• Handle tough or complex customer issue by analyzing said problems to come up with solutions effective in addressing customer complaints
• Provide customers with updates and periodic statements on service developments and changes in trends
• Establish communication channels through which customers can send in their feedback or challenges for prompt resolution
• Offer free products or services to pacify irate or unsatisfied customers
• Analyze customer care data and statistics to obtain results useful in taking key business decisions
• Organize programs for customer care staff to update their job knowledge and enhance their skills
• Oversee the processing and issuance of refunds to customers.
• It is the role of the customer care manager to supervise and coordinate the activities of the customer care unit to ensure customers are satisfied.They develop and implement standards effective in sustaining the relationship between an organization and its clients.In performing their duties, customer care managers oversee to ensure a capable and effective workforce.They direct and monitor the customer care operations of an organization to ensure they are in compliance with all external and internal policies and procedure.As part of their responsibilities, customer care managers assist in resolving tough or complex issues that are beyond regular customer care personnel.They interact with customers to identify their needs and respond accordingly.

Qualification and Skills

• Education and Training: To become a customer care manager, you require a Master's degree preferably in marketing or business administration, or in a related field. Having experience in customer service or management is also necessary to be hired for this position
• Communication Skills: Customer care managers are able to interact with customers using appropriate language to identify their requirements and provide solutions or assistance
• Customer Service Skills: They are adept at courteously relating with clients to ensure their needs and expectations are met
• Problem-solving Skills: They are skilled in analyzing customer complaints or issues to come up with recommendations useful in resolving client problems.
• Good at systems handling.

Job Type: Full-timeSalary: ?35,000.00 - ?40,000.00 per monthSchedule:

• Morning shift

Ability to commute/relocate:

• Calicut, Kerala: Reliably commute or planning to relocate before starting work (Required)

Experience:

• total work: 10 years (Preferred)
• Customer relationship management: 5 years (Preferred)
• Administration and managerial: 5 years (Preferred)