Customer Care Manager

Job Summary:

We are seeking an experienced Customer Care Manager to lead and manage our customer support operations for the eCommerce platform. The ideal candidate will be responsible for overseeing customer interactions across Care Panel, Ticketing System, and KwikChat, ensuring high-quality service, quick resolution time, and customer satisfaction.

Key Responsibilities:

• Manage daily operations of the customer support team
• Monitor and review Care Panel activities to ensure smooth workflow
• Oversee ticket management system (allocation, escalation, closure)
• Supervise KwikChat platform for real-time customer handling
• Ensure all queries are resolved within defined TAT (Turnaround Time)
• Handle escalations and provide quick resolutions
• Track and improve customer satisfaction (CSAT) and service quality
• Train and guide team leaders and executives
• Prepare daily/weekly performance reports
• Coordinate with internal departments (logistics, sales, tech) for issue resolution
• Identify gaps and implement process improvements