Manager - Customer Care

Vatika Hotels; Gurugram District; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Vatika Hotels is seeking an experienced Customer Service Leader to supervise a team of CSC executives, handling customer queries, complaints, and service requests. You will manage CRM data, lead tracking, and follow-ups to ensure service quality.

This role requires strong leadership, CRM proficiency, and data-driven oversight to maintain SLAs and customer satisfaction. Responsibilities include monitoring performance, generating MIS reports, coordinating with other departments, and driving CRM

Qualifications

• 10-15 years in BPO or customer service roles.
• 3-5 years in team supervision.
• Hands-on CRM experience.
• Strong Excel, MIS reporting and analytics skills.
• Excellent communication and leadership abilities.
• Ability to manage multiple tasks and meet deadlines.

Responsibilities

• Lead and supervise CSC team handling queries, complaints and requests.
• Oversee CRM data, lead tracking, and follow-ups.
• Ensure accurate data entry and timely CRM updates.
• Track requests and ensure resolution within SLAs.
• Monitor performance, productivity, and customer satisfaction.
• Prepare daily/weekly/monthly MIS reports on calls and tickets.
• Coordinate with internal departments to resolve issues.
• Identify CRM workflow gaps and suggest improvements.
• Train team on CRM usage and SOPs.
• Escalate critical issues with proper documentation.
• Ensure policy compliance and data confidentiality.

Skills

Team leadership

CRM operations

Customer service

MS Excel

MIS reporting

Data analysis

Communication skills

Tools

CRM software

Job description

Role & responsibilities

• Lead and supervise a team of CSC executives handling customer queries, complaints, and service requests.
• Manage and monitor CRM software for customer data, lead tracking, complaint management, and follow-ups.
• Ensure accurate data entry, timely updates, and proper maintenance of customer records in the CRM system.
• Track customer requests and ensure timely resolution within defined service-level agreements (SLAs).
• Monitor team performance, productivity, quality, attendance, and customer satisfaction.
• Prepare daily, weekly, and monthly MIS reports related to calls, tickets, pending cases, and team performance.
• Coordinate with internal departments to resolve customer issues and streamline operational processes.
• Identify process gaps and suggest improvements in CRM workflows and customer service operations.
• Train team members on CRM usage, standard operating procedures, and customer handling.
• Escalate critical customer issues and ensure proper documentation and closure.
• Ensure compliance with company policies, data confidentiality, and service quality standards.

Preferred candidate profile

• 10 - 15 years of experience in BPO, customer service, CRM operations, or a similar role.
• At least 3-5 years of experience in team handling or team supervision.
• Hands-on experience with CRM software such .
• Good knowledge of MS Excel, MIS reporting, data analysis, and reporting dashboards.
• Strong communication, problem-solving, coordination, and leadership skills.
• Ability to manage multiple tasks, monitor team performance, and meet deadlines.
• Experience in complaint management, ticketing systems, and customer follow-up processes will be preferred.