Customer Care Manager (Remote)

Customer Care Manager | Evercaring Pharmacy | India

We pride ourselves on fostering strong relationships with our customersand ensuring their satisfaction. We are looking for a passionate andexperienced Customer Care Manager to lead our support team anduphold our commitment to outstanding service.

Key Responsibilities

Leadership & Team Management:

Customer Care Manager | Evercaring Pharmacy | India

We pride ourselves on fostering strong relationships with our customers and ensuring their satisfaction. We are looking for a passionate and experienced Customer Care Manager to lead our support team and uphold our commitment to outstanding service.

Key Responsibilities

Leadership & Team Management:

Lead, train, and mentor the customer care team to ensure high performance and professional growth.
Develop and implement customer service strategies, policies, and procedures to enhance customer satisfaction.
Monitor team performance metrics and provide actionable feedback to meet and exceed service goals.

Customer Support Operations:

Oversee daily operations of the customer care department, ensuring timely and effective issue resolution.
Handle escalated customer complaints and provide solutions to achieve a positive outcome.
Maintain a high level of knowledge about the company’s products and services to support the team effectively.

Process Improvement:

Analyze customer feedback and data to identify trends and areas for improvement.
Develop and implement initiatives to enhance the customer experience and streamline processes.
Collaborate with other departments (e.g., sales, marketing, and operations) to ensure a cohesive approach to customer care.

Reporting & Insights:

Prepare and present reports on customer service metrics, customer feedback, and team performance to management.
Use data-driven insights to recommend and implement service improvements.

Customer Relationship Management:

Build and maintain strong relationships with key customers to ensure loyalty and satisfaction.
Act as a point of contact for VIP or high-value clients when necessary.

Requirements

Education:

Bachelor’s degree in Business Administration, Communications, or a related field (or equivalent experience).

Experience:

Proven experience in a customer service or customer care leadership role.
Demonstrated success in managing and developing teams to achieve high performance.

Skills:

Excellent communication and interpersonal skills.
Strong problem-solving and conflict-resolution abilities.
Proficient in using CRM software and customer service tools.
Ability to analyze data and translate insights into actionable strategies

Attributes:

Customer-focused mindset with a commitment to delivering exceptional service.
Leadership qualities with the ability to motivate and inspire a team.
Strong organizational skills and the ability to manage multiple priorities effectively.

Preferred Qualifications

Experience in e-commerce.
Familiarity with customer service metrics such as NPS, CSAT, and First Response Time.
Knowledge of Agile methodologies or other process improvement frameworks.

What We Offer

Competitive salary and benefits package.
Opportunities for professional development and career growth.
A collaborative, inclusive, and supportive work environment.
Flexible working hours and remote work options.
The chance to make a meaningful impact on customer satisfaction and company success.

Job Types: Full-time, Permanent

Pay: ₹16,107.80 – ₹50,346.80 per month

Benefits: