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Assistant Manager, Customer Care Service

 Thane  6  4210

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Job Details

Company Godrej Capital
Position 1
Required Experience 6 Years
CTC Best in the Industry
Location Thane
Job Code 4210
Posted On 19 Oct 2023
Application Deadline 20 Nov 2023


Analytical and multitasking skills,Strong communication skills,Adept in Microsoft office.,Experience in social listening & ORM management,Should be dedicated and display integrity.,Willingness to learn with an attitude of continuous improvement.


Function: CC & Operations.

Job Purpose: Manage the Non voice customer service team.


  • Manage customer care team responsible for responding & communicating with followers/customers, responding to queries in a timely manner and monitor customer requests/reviews/complaints.
  • Ensure team is meeting key metrics like Response TAT, service TATs, Quality, Repeat control & Reduction.
  • First Call Resolution/First Time Right resolutions.
  • Manage Customer Care Email team members on productivity and efficiency parameters.
  • Manage customer complaints and escalations & prepare RCA.
  • Showcasing RCA to management and identifying and leading change.
  • Maintain and improve the brand/business reputation while collaborating with internal stakeholders and agencies.
  • Co-ordinate with various teams like Digital/Marketing/ PR Team on regular basis for customer care related promotions/issues/detractor management.
  • Stay up to date with current technologies and social media trends and applications.

Qualification & experience:

  • Mandatory: MBA (Any stream).
  • 6+ years of experience in customer service management.

Essential skills: 

  • Analytical and multitasking skills.
  • Strong communication skills.
  • Adept in Microsoft office.
  • Experience in social listening & ORM management.
  • Should be dedicated and display integrity.
  • Willingness to learn with an attitude of continuous improvement.

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