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.
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.
Solid 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
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