Assistant Customer Care Manager

Job Description

The Assistant Customer Care Manager will be responsible for ensuring exceptional customer service and satisfaction at all touchpoints in the service department. The role involves managing the front office, handling feedback, tracking complaints, and supporting customer engagement initiatives, ensuring brand loyalty and service excellence.

Key Responsibilities:
💬 Customer Interaction & Feedback

Ensure Customer Care Executives (CCEs) conduct Post Service Follow-ups (PSF) effectively, as per the given script to achieve high contact percentages.
Collect customer feedback through service feedback cards and ensure action is taken for dissatisfied responses.

📝 Complaint Handling & Tracking

• Track customer complaints through systematic reporting.
• Maintain and regularly update pending complaint logs.
• Ensure resolution compliance for complaints as per company policy and service SOPs.

🏢 Facility & Experience Management

• Ensure that front office and customer receiving areas are clean, welcoming, and organized at all times.
• Oversee the ambience and overall customer service readiness of the reception area.

📢 Customer Engagement

• Organize customer meets, service drives, or check-up camps and gather feedback during such events.
• Ensure proactive communication with customers during service campaigns and build lasting relationships to improve satisfaction and loyalty.

Key Skills & Attributes:

• Excellent verbal and written communication skills
• Strong team coordination and people management abilities
• Ability to resolve customer concerns with empathy and urgency
• Sound understanding of service processes, CRM tools, and feedback systems
• High level of honesty and integrity