Walk-in || Customer Care Manager

Job Description Assistant Manager Customer Care

Designation: Assistant Manager Customer Care

Department: Customer Care / Customer Service

Reporting To: Department Head

Location: Gurgaon (Sector -48)

Experience: 3–6 Years

Employment Type: Full-Time

Job Summary

We are looking for a customer-focused and experienced Assistant Manager – Customer Care to manage day-to-day customer service operations, supervise the customer care team, ensure timely resolution of customer queries and complaints, and maintain high standards of customer satisfaction.

The ideal candidate should have strong communication, team-handling, problem-solving, and customer relationship management skills.

Key Responsibilities

Manage and monitor day-to-day customer care operations.

Supervise, guide, and motivate the customer care team to achieve service targets.

Handle escalated customer complaints and ensure timely and satisfactory resolution.

Monitor customer calls, emails, WhatsApp queries, and other communication channels.

Ensure adherence to company policies, SOPs, and customer service standards.

Track and analyse customer complaints, feedback, response time, and resolution time.

Coordinate with Sales, Operations, Accounts, Logistics, and other departments for customer-related issues.

Maintain accurate records of customer interactions, complaints, and resolutions.

Prepare daily, weekly, and monthly customer service reports.

Monitor team performance and prepare relevant MIS/KPI reports.

Conduct regular team meetings, coaching sessions, and performance reviews.

Identify recurring customer issues and recommend process improvements.

Ensure proper follow-up with customers until complete resolution of their concerns.

Maintain a professional and positive relationship with customers.

Support the Customer Care Manager in implementing customer service strategies and improving overall customer experience.

Key Performance Indicators (KPIs)

Customer satisfaction score (CSAT)

Complaint resolution time

First-call resolution rate

Response and turnaround time

Customer retention and repeat queries

Team productivity and performance

Complaint escalation rate

Quality of customer interactions

Accuracy and timely submission of MIS/reports

Required Skills

Excellent verbal and written communication skills.

Strong customer handling and relationship management skills.

Good leadership and team-management abilities.

Strong problem-solving and decision-making skills.

Good knowledge of MS Excel, Word, and email communication.

Ability to prepare and analyse MIS reports.

Strong coordination and interpersonal skills.

Qualification & Experience

Education: Graduate in any discipline; MBA/PGDM in Marketing, Customer Service, or Management will be an added advantage.

Experience: 3–6 years of experience in Customer Care/Customer Service, preferably with at least 1–2 years of team-handling experience.

Preferred Candidate Profile

Customer-oriented with a professional approach.

Confident in handling escalations and sensitive customer situations.

Proactive, responsible, and target-oriented.

Strong ability to lead and motivate a team.