Customer Care Manager

1. Social Media Customer Engagement Monitoring

* Supervise the executive handling Instagram page comments and direct messages.

* Ensure all customer queries and comments are responded to on a daily basis.

* Track and monitor leads generated through Instagram and ensure proper follow-up for conversion into sales.

* Maintain response quality, tone, and brand consistency.

2. Website Support & Complaint Handling

* Oversee the executive managing the dedicated website support number.

* Ensure proper handling of customer queries related to sales, returns, and complaints.

* Monitor daily operations and ensure all issues are resolved within defined timelines.

* Maintain records of complaints and ensure proper escalation when required.

3. Call & WhatsApp Lead Management (Multiple Contact Numbers)

* Supervise executives handling incoming calls and WhatsApp messages across all official contact numbers used on Instagram and other platforms.

* Ensure all enquiries and leads are attended promptly and professionally.

* Monitor call handling, response time, follow-ups, and lead conversion performance.

* Track and ensure no leads are missed across any communication channel.

General Responsibilities:

* Monitor performance of all customer care executives and provide guidance/training when required.

* Ensure quick response time and high-quality customer interaction across all platforms.

* Track and report daily/weekly performance metrics (leads received, conversions, response time, complaints resolved) to GM/AGM level.

* Improve customer satisfaction and retention through proactive communication.

* Coordinate with sales and operations teams for seamless issue resolution.

* Implement process improvements for better efficiency and customer experience.

* Manage and scale all the above responsibilities across current operations with sister concern companies.