Customer Care Head

Kasar Credit Capital; Delhi; On-site; INR 1,200,000 - 2,200,000; Full time

Job summary

Kasar Credit Capital is seeking an experienced Customer Care Head to lead and scale the customer care/support team in a BFSI/FinTech environment. The role focuses on driving service quality, mentoring staff, and delivering measurable performance improvements across KPIs and CSAT.

The successful candidate will coach managers, monitor KPIs, and coordinate with internal teams to resolve issues, ensuring a superior customer experience and operational efficiency.

Qualifications

• 4-5 years of overall experience in customer care/customer support operations.
• Minimum 2-3 years of team-handling/team-management experience.
• Candidates with BFSI / FinTech experience preferred.
• Strong communication, leadership, problem-solving, and customer-handling skills.
• Female candidates only.

Responsibilities

• Lead, manage, motivate, and mentor the customer care/support team to achieve business and service objectives.
• Monitor and improve team performance against defined KPIs, SLAs, CSAT, AHT, FCR, productivity, and quality parameters.
• Manage inbound and outbound calling operations and ensure timely resolution of customer queries and complaints.
• Coach and mentor team members to improve their communication, productivity, and customer-handling skills.
• Monitor daily team performance and prepare regular performance reports.
• Ensure adherence to defined processes, quality standards, and service-level requirements.
• Identify performance gaps and implement corrective actions and improvement plans.
• Handle escalated customer issues and ensure effective resolution within defined timelines.
• Coordinate with internal teams to resolve customer-related issues and improve the overall customer experience.
• Drive a customer-centric culture within the team while ensuring operational efficiency.

Skills

Team Handling

Team Management

Customer Relationship Management

Inbound & Outbound Calling

Coaching & Mentoring

Customer Service & Complaint

KPI & SLA Management

CSAT / FCR Monitoring

BFSI / FinTech Operations

Performance Reporting

Education

Any Graduate qualification

Job description

We are looking for an experienced and motivated Customer Care Head to lead and manage the customer care/support team. The ideal candidate should have strong experience in team handling, customer relationship management, and BFSI/FinTech operations, with a proven ability to drive service quality and team performance.

Key Responsibilities

• Lead, manage, motivate, and mentor the customer care/support team to achieve business and service objectives.
• Monitor and improve team performance against defined KPIs, SLAs, CSAT, AHT, FCR, productivity, and quality parameters.
• Manage inbound and outbound calling operations and ensure timely resolution of customer queries and complaints.
• Coach and mentor team members to improve their communication, productivity, and customer-handling skills.
• Monitor daily team performance and prepare regular performance reports.
• Ensure adherence to defined processes, quality standards, and service-level requirements.
• Identify performance gaps and implement corrective actions and improvement plans.
• Handle escalated customer issues and ensure effective resolution within defined timelines.
• Coordinate with internal teams to resolve customer-related issues and improve the overall customer experience.
• Drive a customer-centric culture within the team while ensuring operational efficiency.

Key Skills

• Team Handling & Team Management
• Customer Relationship Management (CRM)
• Inbound & Outbound Calling
• Coaching & Mentoring
• Customer Service & Complaint Resolution
• KPI & SLA Management
• CSAT, AHT & FCR Management
• BFSI / FinTech Operations
• Performance Monitoring & Reporting

Candidate Requirements

• Any Graduate qualification.
• 4 - 5 years of overall experience in customer care/customer support operations.
• Minimum 2 - 3 years of team-handling/team-management experience.
• Candidates with experience in BFSI / FinTech will be preferred.
• Strong communication, leadership, problem-solving, and customer-handling skills.
• Female candidates only.
• Immediate joiners or candidates with 030 days' notice period preferred.