Customer Care Manager

• Develop and implement customer service policies aligned with company goals.
• Supervise daily operations of the customer care team and provide necessary support.
• Handle complex and escalated customer issues with professionalism and urgency.
• Monitor KPIs and service metrics to track performance and drive quality improvement.
• Coordinate with internal departments (sales, logistics, technical) for smooth after-sales support.
• Manage CRM systems and ensure data accuracy and integrity.
• Deliver training, coaching, and development for the customer service team.
• Analyze customer feedback and recommend improvements to enhance satisfaction.
• Prepare and present service performance reports to senior management.
• Ensure compliance with internal policies, quality standards, and regulatory requirements.

Bachelor's degree in Business Administration, Marketing, or related field.

• 5–7 years of customer service experience, including at least 4 years in a managerial role.
• Experience in lighting, sanitaryware, or retail sectors is preferred.
• Strong leadership and communication skills.
• Customer-centric mindset and strong problem-solving skills.
• Proficiency in CRM systems and Microsoft Office.