CUSTOMER CARE MANAGER

Autonity Private Limited; Bengaluru; On-site; INR 350,000 - 550,000; Full time

Job summary

Autonity Private Limited in Bengaluru seeks a CRM specialist to supervise social media engagement across Instagram and other platforms, ensure timely responses, and monitor leads for conversion.

You will oversee website support, handle sales-related queries, complaints, and maintain records; coordinate with sales and operations to improve customer experience and performance metrics.

This role requires strong communication, multi-channel patience, and the ability to train junior staff.

Qualifications

• Strong communication and interpersonal skills with a focus on customer experience.
• Ability to manage multiple channels (Instagram, website, WhatsApp) and maintain brand voice.
• Experience in CRM or customer service roles, with data-driven follow-up.

Responsibilities

• Monitor social media engagement and ensure daily responses.
• Track and nurture leads generated via Instagram for conversion.
• Oversee website support and handle queries related to sales, returns, and complaints.
• Manage calls and WhatsApp leads across all official contact numbers.
• Monitor response time, follow-ups, and lead conversion across channels.
• Record complaints and escalate when required; coordinate with sales/operations for resolution.
• Report daily/weekly performance metrics to GM/AGM level.
• Scale responsibilities across current operations with sister concerns.

Skills

Customer engagement

Lead management

Multichannel support

Brand consistency

Communication skills

Job description

CRM

Job Description

1. Social Media Customer Engagement Monitoring

• Supervise the executive handling Instagram page comments and direct messages.
• Ensure all customer queries and comments are responded to on a daily basis.
• Track and monitor leads generated through Instagram and ensure proper follow-up for conversion into sales.
• Maintain response quality, tone, and brand consistency.

2. Website Support & Complaint Handling

• Oversee the executive managing the dedicated website support number.
• Ensure proper handling of customer queries related to sales, returns, and complaints.
• Monitor daily operations and ensure all issues are resolved within defined timelines.
• Maintain records of complaints and ensure proper escalation when required.

3. Call & WhatsApp Lead Management (Multiple Contact Numbers)

• Supervise executives handling incoming calls and WhatsApp messages across all official contact numbers used on Instagram and other platforms.
• Ensure all enquiries and leads are attended promptly and professionally.
• Monitor call handling, response time, follow-ups, and lead conversion performance.
• Track and ensure no leads are missed across any communication channel.

General Responsibilities:

• Monitor performance of all customer care executives and provide guidance/training when required.
• Ensure quick response time and high-quality customer interaction across all platforms.
• Track and report daily/weekly performance metrics (leads received, conversions, response time, complaints resolved) to GM/AGM level.
• Improve customer satisfaction and retention through proactive communication.
• Coordinate with sales and operations teams for seamless issue resolution.
• Implement process improvements for better efficiency and customer experience.
• Manage and scale all the above responsibilities across current operations with sister concern companies.