Job Description

A Customer Care Incharge plays a crucial role in ensuring customer satisfaction and addressing customer queries effectively. Their responsibilities typically include:

1. Team Management

Supervise and manage the customer care team.

Assign tasks and monitor the performance of team members.

Provide training and mentoring to enhance team skills.

2. Customer Support

Address escalated customer complaints or issues promptly and professionally.

Ensure all customer queries are resolved effectively within the agreed timelines.

Maintain a positive and empathetic attitude toward customers.

3. Process Improvement

Develop and implement strategies to improve the customer service experience.

Monitor and analyze customer feedback to identify areas of improvement.

Work on optimizing workflows and procedures for better efficiency.

4. Reporting and Documentation

Maintain records of customer interactions, inquiries, complaints, and resolutions.

Prepare regular reports on customer service metrics, such as response time and satisfaction levels.

Share insights and recommendations with senior management.

5. Cross-Departmental Coordination

Collaborate with other departments (e.g., sales, operations, or technical support) to resolve customer issues.

Ensure that customer service aligns with company policies and standards.

6. Communication and Relationship Building

Build strong relationships with customers to foster loyalty and trust.

Communicate product or service updates to customers effectively.

Ensure customer care is aligned with the brand image and values.

7. Handling Escalations

Act as the point of contact for complex issues that require managerial intervention.

Resolve conflicts with diplomacy and maintain customer satisfaction.

8. Monitoring Tools and Technology

Use customer service software and tools to track and manage customer interactions.

Recommend new technologies or platforms to enhance service delivery.

This role requires strong leadership, communication, problem-solving skills, and the ability to stay calm under pressure while maintaining a customer-first mindset.

Job Type: Full-time

Pay: From ?20,000.00 per month

Schedule:

• Fixed shift

Work Location: In person