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.