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