Job Description

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: ₹15,000.00 - ₹20,000.00 per month

Experience:

customer support: 2 years (Required)
Language:

Hindi (Preferred) English (Required)
Work Location: In person