The Customer Care Manager will oversee the customer service team, ensuring a high level of customer satisfaction and resolving any issues that arise. This role involves developing and implementing customer care strategies to improve overall customer experience and retention. The ideal candidate will have strong leadership skills and a passion for delivering exceptional customer service.

Skills

• Communication Skills
• Empathetic
• Problem Solving
• Leadership Skill
• Time Management
• Adaptability
• Conflict Management
• Customer Service
• Multitasking

Requirements

• Job Role Customer Care Manager
• Job Type Full Time
• Workplace Type Onsite
• Industry Automotive

Secondary locations

About

Not provided

Responsibilities

1. Team Leadership:

   • Lead, mentor, and motivate the customer service team.
   • Provide guidance and support to team members.
   • Foster a positive and collaborative team environment.

2. Customer Interaction:

   • Handle escalated customer inquiries and complex issues.
   • Communicate with customers to address concerns and provide solutions.
   • Ensure timely and courteous responses to customer inquiries.

3. Problem Resolution:

   • Analyze customer problems and find effective solutions.
   • Implement processes to prevent recurring issues.
   • Collaborate with other departments to resolve customer concerns.

4. Quality Assurance:

   • Monitor and assess the quality of customer interactions.
   • Implement and uphold service standards.
   • Identify areas for improvement in service delivery.

5. Training and Development:

   • Develop and conduct training programs for customer service representatives.
   • Keep the team updated on product knowledge and company policies.

6. Performance Evaluation:

   • Conduct performance evaluations for customer service team members.
   • Provide constructive feedback and implement improvement plans.

7. Data Analysis:

   • Analyze customer feedback and data to identify trends and areas for improvement.
   • Use data to make informed decisions and enhance customer experience.

8. Customer Retention:

   • Develop and implement strategies to retain customers.
   • Proactively address customer concerns to prevent churn.

9. Process Improvement:

   • Evaluate and enhance customer service processes for efficiency.
   • Implement improvements to streamline operations.

10. Communication:

    • Liaise with other departments to ensure a unified approach to customer service.
    • Communicate company policies and updates to the customer service team.

11. Reporting:

    • Prepare and present reports on customer service metrics and performance.
    • Provide insights to senior management regarding customer trends.

12. Technology Utilization:

    • Utilize customer relationship management (CRM) software and other tools.
    • Stay updated on technological advancements to improve service delivery.

13. Customer Feedback:

    • Implement systems for collecting and analyzing customer feedback.
    • Use feedback to make continuous improvements to services.

14. Compliance:

    • Ensure adherence to regulatory requirements and industry standards.
    • Keep the team informed about any changes in regulations affecting customer service.

Overall, a Customer Care Manager plays a critical role in managing and enhancing the customer experience, ensuring a high level of satisfaction, and contributing to the overall success of the business.

Other Requirements

Female candidates preferred. 

Good to have

Not provided

About the Company

We at DKH KIA are the well-renowned and fastest thriving authorized Kia dealers in Calicut, Kannur, Malappuram, Kasargode and Wayanad Through our peerless quality service, rích know- how and experience in the industry, we help prompt our customers