Customer Care Manager

Customer Support Operations

• Manage daily customer care operations across calls, WhatsApp, email, chat, and social media
• Handle and resolve customer escalations related to orders, deliveries, returns, warranties, and product issues
• Ensure timely and accurate responses to customer queries

Team Management

• Lead, train, and mentor customer care executives
• Prepare duty rosters, monitor productivity, and conduct performance reviews
• Set KPIs for the team and ensure targets are met

Process & Quality Improvement

• Develop and improve SOPs for customer service, returns, exchanges, and warranties
• Monitor call quality, response times, and customer feedback
• Coordinate with logistics, warehouse, sales, and product teams to resolve recurring issues

Customer Experience & Retention

• Analyze customer complaints and feedback to improve products and services
• Work on customer retention strategies and loyalty initiatives
• Ensure a consistent brand experience aligned with the riding community
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Reporting & Analysis

• Track and report metrics such as CSAT, NPS, TAT, repeat complaints, and ticket closure rates
• Prepare weekly and monthly performance reports for managemen

Required Skills & Qualifications

Education

• Bachelor’s degree in Business Administration, Management, or a related field
• Experience5–7 years of experience in customer service or customer care management
• Experience in automotive, 2-wheeler, e-commerce, retail, or lifestyle brands preferred

Skills

• Strong communication and interpersonal skills
• Leadership and team-handling ability
• Problem-solving and conflict-resolution skills
• Familiarity with CRM tools (Freshdesk, Zendesk, Zoho, etc.)
• Good understanding of 2-wheeler accessories, riding gears, or automotive products (preferred)