We are looking for an experienced and motivated Customer Care Head to lead and manage the customer care/support team. The ideal candidate should have solid experience in team handling, customer relationship management, and BFSI/FinTech operations, with a proven ability to drive service quality and team performance.

Key Responsibilities

- Lead, manage, motivate, and mentor the customer care/support team to achieve business and service objectives.
- Monitor and improve team performance against defined KPIs, SLAs, CSAT, AHT, FCR, productivity, and quality parameters.
- Manage inbound and outbound calling operations and ensure timely resolution of customer queries and complaints.
- Coach and mentor team members to improve their communication, productivity, and customer-handling skills.
- Monitor daily team performance and prepare regular performance reports.
- Ensure adherence to defined processes, quality standards, and service-level requirements.
- Identify performance gaps and implement corrective actions and improvement plans.
- Handle escalated customer issues and ensure effective resolution within defined timelines.




- Coordinate with internal teams to resolve customer-related issues and improve the overall customer experience.
- Drive a customer-centric culture within the team while ensuring operational efficiency.

Key Skills

- Team Handling & Team Management
- Customer Relationship Management (CRM)
- Inbound & Outbound Calling
- Coaching & Mentoring
- Customer Service & Complaint Resolution
- KPI & SLA Management
- CSAT, AHT & FCR Management
- BFSI / FinTech Operations
- Performance Monitoring & Reporting

Candidate Requirements

- Any Graduate qualification.
- 4 - 5 years of overall experience in customer care/customer support operations.
- Minimum 2 - 3 years of team-handling/team-management experience.
- Candidates with experience in BFSI / FinTech will be preferred.
- Strong communication, leadership, problem-solving, and customer-handling skills.
- Female candidates only.
- Immediate joiners or candidates with 030 days' notice period preferred.

📌 Customer Care Head (Delhi)
🏢 Kasar Credit Capital
📍 Delhi