Head of Customer Care

Customer Care Head / Customer Care Manager

Department: Customer Care

The Customer Care Head is responsible for managing the customer support team, ensuring excellent customer service, resolving escalated issues, improving customer satisfaction, and achieving departmental KPIs. The role also works closely with Sales, Operations, Warehouse, and other departments to ensure a seamless customer experience.

• Lead and manage the Customer Care team.
• Ensure timely resolution of customer queries and complaints.
• Monitor team performance and service quality.
• Handle escalated customer issues.
• Conduct training and performance reviews.
• Improve customer satisfaction and retention.
• Coordinate with Sales, Operations, Warehouse, and other departments.
• Prepare daily, weekly, and monthly performance reports.
• Ensure compliance with company SOPs and service standards.
• Identify and implement process improvements.

• Customer Satisfaction (CSAT)
• First Response Time
• Resolution Time
• Complaint Closure Rate
• Team Productivity
• SLA Compliance

• 5+ years in Customer Service/Support.
• 2+ years in a team leadership role.

• Team Leadership
• Customer Relationship Management (CRM)
• Problem Solving
• Communication
• Reporting & Analytics
• Process Improvement
• Microsoft Excel & Google Workspace