Role & responsibilities

- Manage customer queries across WhatsApp, Email, Calls, Social Media, and Website Chat.

- Ensure 24-hour TAT for query resolution and monitor daily ticket closure.

- Lead and mentor the Customer Care team to achieve service KPIs.

- Improve customer experience through NPS initiatives and outbound feedback calls.

- Analyze customer feedback and collaborate with internal teams to resolve recurring issues.

- Manage chatbot platforms (BIK.ai or similar), FAQs, automation workflows, and customer engagement journeys.

- Prepare MIS reports and track key metrics including Response Time, Resolution Time, TAT, NPS, Escalations, and Team Productivity.

- Ensure adherence to SOPs and continuously improve service quality.

Preferred candidate profile

- 58 years of experience in Customer Care/Customer Success.

- Experience managing customer support teams.

- Hands-on experience with CRM, ticketing tools, and chatbot platforms (BIK.ai, Intercom, Freshdesk, Zendesk, etc.).

- Solid analytical, communication, and stakeholder management skills.

- Experience in Retail, E-commerce, D2C, or Consumer brands preferred.

📌 Assistant Customer Care Manager (Mumbai)
🏢 Me N Moms
📍 Mumbai