Customer Care Manager

We are looking for a Customer Care Manager with 3+ years of experience, preferably in the kitchen appliance, Atta Chakki flour mill, or related industry. The candidate will be responsible for managing the customer-care team, handling customer queries and escalations, improving customer satisfaction, coordinating with service and technical teams, and developing professional customer-support processes suitable for both domestic and international customers.

• Manage and supervise the Customer Care / Customer Support team.
• Handle customer queries related to Softel Atta Chakki, Millet Mill and other kitchen appliances.
• Manage customer complaints, escalations, service requests, product-related queries and follow-ups.
• Ensure timely and professional resolution of customer issues.
• Coordinate with Service, Technical, Production, Sales, Dispatch and Logistics teams for customer-related matters.
• Develop and maintain SOPs, call scripts, escalation processes and customer-service guidelines.
• Monitor customer calls, WhatsApp queries, emails and other customer communication channels.
• Track customer complaints and ensure proper closure within defined timelines.
• Maintain customer-service records, reports and performance dashboards.
• Monitor team performance through KPIs such as response time, resolution time, customer satisfaction and complaint closure rate.
• Train customer-care executives on product knowledge, communication skills and complaint handling.
• Ensure the team has strong knowledge of Softel machines, product operation, basic troubleshooting, installation/demo processes and after-sales service.
• Coordinate customer demonstrations, technician visits and technical support whenever required.
• Identify recurring customer problems and coordinate with internal teams to improve products and processes.
• Collect and analyse customer feedback and share actionable insights with management.
• Help create a professional customer-support system for international customers, including clear communication and service processes.