Job openings for customer care manager in guwahati

KEY RESPONSIBILITIES:

1. Customer Relationship Management: Building and maintaining positive relationships with customers. Addressing and resolving customer complaints or concerns promptly. Ensuring a seamless customer experience at every touchpoint.
2. Service Quality Oversight: Ensuring services provided meet quality standards and customer expectations. Coordinating with service teams to improve turnaround time and quality. Monitoring customer feedback to identify areas for improvement.
3. Team Management: Training, supervising, and motivating the customer care team. Assigning responsibilities and ensuring team productivity.
Conducting regular performance evaluations and providing constructive feedback.
4. Process Improvement: Developing and implementing customer service policies and procedures. Streamlining processes to enhance efficiency and reduce waiting times. Leveraging customer feedback to improve service delivery.
5. Communication and Reporting: Acting as the primary point of contact between customers and the organization. Preparing reports on customer satisfaction, complaints, and operational performance. Presenting recommendations for improvements to management.
6. Sales and Retention: Upselling maintenance plans or additional services. Developing strategies to retain customers and increase loyalty.
Promoting promotional campaigns and offers effectively.
7. Handling Escalations: Managing complex customer issues that require managerial intervention. Ensuring escalated issues are resolved to the customer’s satisfaction.
8. Compliance and Ethics: Ensuring all customer interactions adhere to company policies and ethical standards. Keeping up with industry regulations and compliance requirements.