Manager - Customer Care

Job Description

We are looking for an experienced and customer-focused Manager – Customer Care to manage customer enquiries, coordinate with internal departments, resolve complaints, and ensure excellent customer service.

Key Responsibilities

• Handle customer enquiries through phone, email, WhatsApp, and other communication channels.
• Understand customer requirements and provide accurate information regarding products, orders, delivery schedules, and services.
• Handle customer complaints and ensure timely resolution.
• Coordinate with Sales, Production, QC, Stores, Dispatch, and Logistics teams to resolve customer-related issues.
• Follow up on customer orders and ensure timely communication regarding order status and delivery.
• Maintain proper records of customer enquiries, complaints, feedback, and resolutions.
• Monitor pending customer issues and ensure timely closure.
• Handle escalated customer complaints professionally and provide appropriate solutions.
• Develop and maintain strong relationships with existing customers.
• Collect customer feedback and identify opportunities for improving customer satisfaction.
• Prepare daily/weekly/monthly customer-care reports and MIS.
• Coordinate with the Sales Team regarding customer requirements, order changes, and special requests.
• Maintain accurate customer master data and related documentation in ERP systems.
• Identify recurring customer issues and coordinate with concerned departments for corrective action.
• Ensure all customer commitments are properly communicated and followed up.

Qualification

• Graduate in any discipline; MBA/PGDM in Marketing, Sales, Logistics, or related field is preferred.
• Minimum 3–5 years of experience in Customer Care, Customer Service, Sales Coordination, Order Management, or a related role.
• Experience in the FMCG/Food/Bakery/Manufacturing industry will be an added advantage.

Required Skills

• Excellent communication and interpersonal skills.
• Good command of English and Malayalam; Hindi is an added advantage.
• Strong customer-handling and problem-solving skills.
• Good knowledge of MS Excel, Word, Email, and ERP/CRM systems.
• Ability to coordinate effectively with multiple departments.
• Good follow-up and time-management skills.
• Ability to handle customer complaints and escalations professionally.

Please Contact

Eight Five Nine Zero Six Zero Five One Nine Four.

Pay

₹30,000.00 - ₹50,000.00 per month

Benefits

• Cell phone reimbursement
• Food provided
• Health insurance
• Provident Fund

Work Location

In person