Cars24.com - Customer Support Manager

Urgent Requirement - Customer Support Manager - Gurgaon

Leadership and Team Management:

- Lead and manage the customer care team, including training, coaching, and performance evaluation.

- Foster a positive and motivated work environment to drive team productivity and effectiveness.

- Set clear performance goals and KPIs for the team and ensure they are met consistently.

Customer Support Strategy:

- Develop and implement customer support strategies to enhance customer satisfaction and loyalty.

- Identify areas for improvement and implement action plans to address customer pain points.

- Monitor customer feedback and complaints to continuously improve service delivery.

Process Improvement:

- Streamline customer support processes to enhance efficiency and response time.

- Implement best practices and innovative solutions to resolve customer issues effectively.

- Collaborate with cross-functional teams to improve the overall customer experience.

Quality Assurance:

- Ensure that customer interactions are handled professionally and with empathy.

- Conduct quality checks on customer interactions to maintain service standards.

- Address escalated customer queries and complaints promptly and efficiently.

Reporting and Analysis:

- Prepare regular reports on customer support metrics and performance.

- Analyze data to identify trends and make data-driven decisions to improve customer service.

Preferred candidate :

- Bachelor's/PG degree in a relevant field such as Business, Communication, or Customer Service.

- Previous experience in customer service, call center operations, or related roles is preferred.

- Excellent verbal and written communication skills are a must. The Customer Care Manager will be responsible for resolving customer issues and handling interactions with drivers, requiring clear and effective communication.

- Strong problem-solving skills are essential to address customer complaints, driver-related issues, and any unexpected challenges that arise in the new business.

- This role follows a 6-day workweek with no scheduled holidays on weekends. Candidates will have the flexibility to take their weekly day off on a weekday.

- Hustlers who are self-driven, proactive, and willing to go the extra mile to ensure customer satisfaction will be valuable in establishing the business.