Customer Care Team Lead

Eapro Global Limited; Haridwar; On-site; INR 800,000 - 1,150,000; Full time

Job summary

Eapro Global Limited in Roorkee seeks an Assistant Manager to lead the Customer Care Team and deliver outstanding service. You will drive operations, resolve complex inquiries, and coordinate with Service, Sales, Technical Support, Logistics, and Operations to ensure prompt and effective outcomes.

The role requires 5-8 years in Customer Care with at least 2 years in a leadership role, a Bachelor's degree, and strong CRM/MS Office skills.

Qualifications

• Bachelor's degree in related field.
• 5-8 years in Customer Care with at least 2 years in a team leadership role.
• Experience in Solar, Power Backup, Electrical, Consumer Durables, Manufacturing, or Industrial sectors preferred.
• Strong CRM and service operations knowledge.
• Excellent leadership, communication, problem-solving and stakeholder management.

Responsibilities

• Lead and manage the Customer Care team to ensure timely and effective resolution of customer enquiries, complaints, and service requests.
• Monitor daily customer support operations, ensuring adherence to SLAs and quality standards.
• Coordinate with Service, Sales, Technical Support, Logistics, and Operations teams for prompt resolution.
• Develop and implement customer service processes to improve response time and satisfaction.
• Analyze feedback, complaint trends, and service metrics to identify improvements.
• Coach, mentor, and develop team members through training and performance reviews.
• Escalate critical issues and ensure timely closure through cross-functional coordination.
• Drive continuous process improvements to enhance efficiency and customer experience.
• Ensure compliance with company policies and documentation requirements.

Skills

Leadership

Communication

Problem-solving

Stakeholder management

Education

Bachelor's degree in Business Administration or related

Tools

CRM systems

MS Office

Job description

Position Overview

The Assistant Manager Customer Care Team Lead is responsible for leading the customer care team, ensuring exceptional customer service, and driving operational excellence across customer support functions. The role focuses on managing customer interactions, complaint resolution, service coordination, process improvement, and team performance while delivering a superior customer experience.

Location: Roorkee

Key Responsibilities

• Lead and manage the Customer Care team to ensure timely and effective resolution of customer enquiries, complaints, and service requests.
• Monitor daily customer support operations, ensuring adherence to defined Service Level Agreements (SLAs) and quality standards.
• Coordinate with Service, Sales, Technical Support, Logistics, and Operations teams to ensure prompt issue resolution.
• Develop and implement customer service processes to improve response time, service quality, and customer satisfaction.
• Analyze customer feedback, complaint trends, and service metrics to identify improvement opportunities.
• Monitor team productivity, call quality, ticket closure, and customer satisfaction metrics.
• Coach,mentor, and develop team members through regular training, performance reviews, and feedback sessions..
• Escalate critical customer issues and ensure timely closure through effective cross-functional coordination.
• Drive continuous process improvements to enhance operational efficiency and customer experience.
• Ensure compliance with company policies, customer service standards, and documentation requirements.

Desired Candidate Profile

• Bachelor's degree in Business Administration, Commerce, Engineering, or a related discipline.
• 5-8 years of experience in Customer Care, Customer Service, Technical Support, or Customer Experience, with at least 2 years in a team leadership role.
• Experience in the Solar, Power Backup, Electrical, Consumer Durables, Manufacturing, or Industrial sector will be preferred.
• Strong knowledge of CRM systems, customer service operations, and complaint management processes.
• Excellent leadership, communication, problem-solving, and stakeholder management skills.
• Proficiency in MS Office and customer support software.