Manager - Customer Care - Baby Products Business

Alert from 4S Advisory (www.4sadvisory.com)

Urgent Requirement for a leading Baby products Company in Ahmedabad

Location: Ahmedabad

Qualification: Any Graduate

Experience: 8+ Years

Timings: 9 am - 6pm

Monday - Saturday

2nd and 4th Saturdays are off

Job roles & responsibilities:

1. Focus on Customer Satisfaction: The foremost responsibility of the Manager is to ensure that customers are satisfied with the products or services provided by the company. This involves monitoring customer interactions, gathering feedback, and taking necessary actions to address customer concerns and issues promptly.

2. Team Management: Manager is responsible for leading and managing a team of customer service representatives. They hire, train, and develop staff to ensure they have the necessary skills and knowledge to provide excellent customer support.

3. Setting and Monitoring Service Standards: Manager has to establish service standards and guidelines for their team to follow. This includes defining response times, quality of service, and other metrics to measure performance. They also continually monitor and evaluate their team's performance against these standards.

4. Problem Resolution: Manager has to often the point of escalation for complex or unresolved customer issues. They step in to resolve these issues and ensure that customers receive satisfactory solutions. This may involve coordinating with other departments within the organization.

5. Feedback Analysis: Manager has to analyze customer feedback, complaints, and suggestions to identify trends and areas for improvement. This information is crucial for making informed decisions to enhance products or services and improve overall customer experience.

6. Process Improvement: Customer Care Manager has to work to streamline customer service processes and procedures. They identify bottlenecks, inefficiencies, and areas where improvements can be made to enhance the customer support process.

7. Communication: Manager has to serve as a bridge of communication between the customer service department and other departments within the organization, such as sales, marketing, and procurement. Effective communication ensures that customer feedback is taken into account when making business decisions.

8. Training and Development: Manager has to provide ongoing training and development opportunities to their team members to keep them updated on product knowledge, customer service techniques, and industry trends. This helps in delivering consistent and high-quality customer support.

9. Performance Evaluation: He has to regularly assess the performance of their team members through performance evaluations, coaching, and feedback. They reward and recognize top performers and work on improving the skills of those who may be struggling.

10. Reporting and Metrics: He is responsible for generating reports and analyzing key performance metrics related to customer service, such as customer satisfaction scores, response times, and resolution rates. These reports help in making data-driven decisions.